Job Description

GoSafer Security – Customer Service Representative (CSR)

Job Description

GoSafer Security is looking for a professional and customer-focused Customer Service Representative (CSR) with experience in the security industry, preferably supporting alarm systems, CCTV surveillance, and access control solutions.

The ideal candidate should have excellent communication skills, experience handling customer inquiries and technical support requests, and familiarity with security platforms such as Alarm.com and Brivo.

This position focuses on customer assistance, service coordination, account management, and basic troubleshooting rather than physical installation or advanced technical work.

Required Qualifications

• Previous experience as a Customer Service Representative, preferably in the security, alarm monitoring, CCTV, or access control industry.
• Familiarity with Alarm.com, Brivo, or similar security management platforms.
• Experience handling inbound and outbound customer calls, emails, and support tickets.
• Basic understanding of security alarm systems, CCTV cameras, access control, and monitoring services.
• Ability to assist customers with account access, mobile applications, user permissions, and basic system troubleshooting.
• Experience coordinating onsite technician visits, maintenance requests, and service appointments.
• Strong English communication skills, both written and verbal.
• Ability to handle customer complaints, urgent security concerns, and service requests professionally.
• Experience using CRM systems, helpdesk software, or ticketing platforms.
• Strong organizational skills, attention to detail, and ability to manage multiple customer requests.

Preferred Qualifications

• Hands-on customer support experience with Alarm.com or Brivo.
• Experience supporting commercial properties, offices, HOAs, and residential communities.
• Familiarity with security system arming/disarming, user codes, access credentials, and schedules.
• Experience assisting customers with offline cameras, alarm notifications, and access-related concerns.
• Background in security system service scheduling or dispatch coordination.
• Experience working with US-based customers.

Key Responsibilities

• Answer customer calls, emails, and support requests professionally and promptly.
• Assist customers with Alarm.com, Brivo, and other security system applications.
• Provide basic troubleshooting assistance for cameras, alarm systems, and access control issues.
• Help customers with account setup, invitations, login issues, and user access requests.
• Coordinate onsite technician visits and follow up on unresolved technical issues.
• Communicate with security system providers and technical support teams when necessary.
• Create, update, and monitor support tickets to ensure timely resolution.
• Keep customers informed about service requests, appointments, and system-related updates.
• Escalate complex technical issues to the appropriate technician or support team.
• Maintain accurate customer records and documentation.

Ideal Candidate

We are looking for someone who is customer-oriented, organized, patient, and comfortable assisting customers with security-related concerns.

Candidates with previous experience supporting Alarm.com, Brivo, CCTV, alarm monitoring, or access control systems will be strongly preferred.