Service Support Technician

**Be the Front Line of Smart Security \& Technical Support!** The Remote Services Technician I plays a critical role in keeping our security and monitoring systems running smoothly. In this customer\-facing, technical support position, you’ll serve as the first point of contact for technicians and clients—troubleshooting network video recorders, cameras, audio devices, and basic networking issues while delivering a calm, professional experience. You’ll take ownership of issues from intake through resolution, collaborate closely with internal teams, and escalate thoughtfully when needed. This role is ideal for someone who enjoys problem\-solving, communicating clearly under pressure, and working as part of a highly connected remote team. Comprehensive training is provided, setting you up for success and long\-term growth in a fast\-paced technical environment. **What’s in it for You** * Competitive salary: $24 / hr * Work site location: Addison, TX * Set schedule: 7am\-7pm CST (9am\-6pm shift or 10am\-7pm shift) * Flexibility is essential, as team members must be available to work nights, weekends, and holidays as needed. * Overtime may be required based on business needs. * Comprehensive benefits: medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options. * Career growth: career growth opportunities at ECAM **Your Responsibilities as Position Title*** Answer, process, and document incoming calls from technicians and customers. * Execute troubleshooting steps, ask clarifying questions, and identify root causes of concerns. * Maintain effective call/ticket ownership, ensuring timely resolutions and ongoing communication on issues. * Comply with corporate and departmental policies and procedures. * Assist the Project Management team in setting up new accounts for monitoring. * Address more straightforward technical problems, including troubleshooting basic IP cameras, networking issues, and audio units. * Escalate issues to higher\-tier specialists or field service dispatch when necessary. * Provide guidance to field technicians over the phone. * Collaborate with customer/3rd party personnel to resolve internal network issues. * Participate in special projects and perform additional duties as required. * Work closely with a team for daily tasks, remaining constantly in communication via voice chat. * Manage time efficiently, organize and prioritize tasks, and demonstrate ownership in a remote professional arrangement. * Maintain confidentiality and express understanding/empathy toward clients and their situations. * Utilize active listening skills, probing and troubleshooting questions, and creative problem\-solving for first\-contact resolution. * Demonstrate excellent writing, interpersonal, and communication skills. * Perform other duties as required **Your Qualifications*** Authorized to work in the United St