customer support representative - wholesale

A career that gives you purpose. A company that stands up for you. A team where you can be yourself. Sound too good to be true? This is life at Houle. We believe in empowering communities through local projects that positively impact people's lives. We're a passionate group of people who love collaborating on innovative and challenging projects. About this roleWe are recruiting for a Team Lead, Customer Technical Support to join the Security Technology team at our Victoria office.We're looking for professionals with strong customer service and team leadership experience to ensure efficient, customer focused delivery of Security Service operations. As the Team Lead, Technical Customer Support, you'll oversee customer support operations, provide technical expertise for alarm, access control, and CCTV systems, coordinate service delivery, and support a team dedicated to providing outstanding customer experience. This role combines leadership, technical troubleshooting, customer service, and process improvement in a fast-paced and collaborative environment.Take the next step in your career. Apply now and help shape the future of security in BC.Here's how your role will strengthen our team. Your responsibilitiesLead and support the Technical Customer Support team by providing guidance, training, and assistance with day-to-day operationsAct as the escalation point for customer and technical issues, ensuring timely resolution and exceptional customer serviceTriage and prioritize service requests, create work orders, and coordinate technicians and resources to meet customer needsProvide remote technical support and troubleshooting for intrusion, fire alarm, access control, and CCTV systemsProgram and configure alarm systems for new installations, including alarm account setup and monitoring agreementsCoordinate with alarm monitoring stations regarding account administration, monitoring issues, and escalationsManage access control credentials, permissions, and alarm codes for employees and customersAdminister and maintain ticketing and service management systems, including Net Help DeskDevelop and maintain procedures, technical documentation, and knowledge base resourcesParticipate in client meetings, maintain customer records, prepare reports, and support special projectsCollaborate with internal teams including Service, Projects, Programming, and Operations to ensure effective service deliveryYour experience and skills3+ years of experience leading, coaching, or supporting a technical customer service or service coordination teamHands-on experience with alarm programming and setup, including fire and intrusion systemsWorking knowledge of DSC and Bosch alarm platforms and ULC requirementsExperience with access control systems, preferably EntrapassFamiliarity with CCTV systems and related hardwareExperience troubleshooting technical issues remotelyKnowledge of alarm account setup, monitoring agreements, and alarm monitoring processesExperience using ticketing or service management systems, preferably Net Help DeskStrong understanding of networking fundamentals and electronic systemsExcellent communication, customer service, and problem-solving skillsStrong organizational skills with the ability to manage multiple priorities in a fast-paced environmentKnowledge of healthcare technologies such as Nurse Call and Patient Wandering systems is an assetAbout HouleAs BC's leading electrical contractor and systems integrator, we believe in delivering safe, reliable power for the future. From hospitals and universities, to airports, shipping terminals and shopping centres, our electrical and technology professionals proudly provide innovative solutions that create value for our customers every day.Since 1944, we've been dedicated to our craft, committed to quality workmanship, and building teams that thrive. Driven by purpose and connected through collaboration, our focus on people guides our success in delivering some of the most exciting infra