Bilingual Home Security Tech Support Specialist

About the role

We are looking for a Bilingual Home Security Tech Support Specialist to provide advanced technical assistance for home security products. The role requires fluency in French and English and focuses on helping customers troubleshoot devices, resolve connectivity issues, and maintain optimal system performance.

Key responsibilities

• Deliver bilingual technical support for alarm systems, surveillance cameras, smart locks, and monitoring services.
• Diagnose and resolve connectivity problems, hardware malfunctions, and software updates.
• Assist customers with setup, configuration, and optimization of security systems and mobile apps.
• Guide users through system tests, firmware updates, and troubleshooting procedures.
• Document reported issues and provide detailed solutions in the support ticketing system.
• Collaborate with engineering, monitoring centers, and customer service teams to escalate and resolve complex cases.
• Educate customers on system functionality, security best practices, and proactive maintenance.
• Recommend service plan upgrades and advanced security features.
• Stay up‑to‑date with the latest home security technologies and industry trends.

Required profile

• High school diploma or equivalent.
• Previous experience in technical support, home security, or IT troubleshooting (preferred).
• Fluency in both French and English.
• Strong knowledge of home security systems, smart‑home technology, and networking.
• Excellent communication skills with the ability to explain technical issues clearly.
• Experience using CRM/ticketing platforms and remote troubleshooting tools.
• Ability to work efficiently in a fast‑paced environment, handling multiple inquiries.
• Attention to detail and a customer‑focused mindset.
• Willingness to work flexible shifts, including evenings, weekends, and holidays.

Required skills

• Home security systems
• Smart home technology
• Networking
• Software troubleshooting
• Mobile application troubleshooting
• IoT security devices
• CRM tools
• Remote troubleshooting software

What we offer

• Competitive salary and benefits package.
• Career growth opportunities in technical support and security technology.
• Supportive and inclusive work environment.
• Professional training on advanced security systems, troubleshooting techniques, and customer service strategies.