Technical Support Associate

Considering applicants based in Belize, Costa Rica, the Dominican Republic, Guatemala, or Mexico.

Our company description

Mission is a platform for hiring, vetting, and managing software development talent. It enables our clients to connect with the world’s best talent to build mission-critical software products

About the Company

This provider of live agent monitoring services specializes in life safety and technology sectors, including security, fire alarm monitoring, and IoT device connectivity. The organization operates high-availability monitoring centers and leverages advanced technology platforms to deliver reliable customer engagement and video surveillance solutions. They support a diverse client base ranging from regional providers to national brands, offering redundant systems and API connectivity to ensure seamless service integration and emergency response for business partners.

About the Role

The Remote Technical Services Associate provides essential support for video and access control systems. In this role, you will act as the initial point of contact for clients, managing inquiries and ensuring technical issues are resolved efficiently. You will monitor system health, perform entry-level troubleshooting across multiple platforms, and coordinate field service activities. This role is vital for maintaining system reliability and delivering high-quality service, offering the opportunity to own customer outcomes while developing a strong technical foundation in physical security and networking technology.

What You'll Do

• Resolve customer inquiries regarding video and access control systems via phone, email, and case management tools.
• Manage the lifecycle of support cases to ensure customer requests are documented accurately and resolved within service level agreements.
• Monitor system notifications and alarms to proactively identify and address potential performance issues before they impact clients.
• Diagnose entry-level Windows, Linux, and networking problems using established troubleshooting protocols.
• Coordinate with field service technicians and logistics teams to schedule installations and track equipment shipments.
• Collaborate with internal departments, including sales and account management, to facilitate efficient fulfillment of customer requests.
• Perform initial assessments of technical failures and escalate complex issues to senior technical staff when necessary.

What You Bring

• Bachelor’s degree.
• Strong verbal and written communication skills.
• Proficiency with basic computer systems and fundamental networking concepts.
• Ability to work effectively in a fully remote environment.

Skills

• IT certifications such as Network+ or Security+.
• Experience with Salesforce or similar CRM platforms.
• Familiarity with Video Management Systems (VMS) or physical access control technology.
• Prior experience in a technical support or customer-facing role.

Compensation & Benefits

• Remote contract engagement.
• Up to 40 hours per week.
• Long-term contract duration with potential for renewal.
• Long Term Training Provided