Job description:
CrossCom National, LLC is a recognized industry leader in retail voice, POS and data communications network implementation and maintenance. Founded in 1981, CrossCom provides national retailers with voice, POS and data communications systems solutions, including technology staging, asset management, installation, maintenance, cabling, rollout and chain-wide implementation. CrossCom National is the single source partner retailers depend on for in-store communications networking requirements.
The Security Service Agent provides remote technical support and customer service for electronic security systems, including burglar alarms, CCTV, access control, and other low‑voltage technologies. Working in a call‑center environment, this role serves as the primary customer contact for troubleshooting, diagnostics, system programming, and incident resolution. The agent handles inbound service requests, performs remote maintenance, supports escalations, and ensures high-quality documentation and communication. The position also contributes to continuous improvement efforts, assists with onboarding and mentoring teammates, and collaborates with supervisors to maintain service-level commitments.
Key Responsibilities:
- Responding to support calls, maintenance requests, and after‑hours emergencies.
- Diagnosing and resolving hardware/software issues across security platforms.
- Performing remote system testing, configuration updates, and preventative maintenance.
- Programming and supporting CCTV, and networked security devices.
- Reading and interpreting wiring diagrams, schematics, and system documentation.
- Documenting all service work and participating in performance and workflow improvements.
- Supporting team operations through mentoring, escalation handling, and SLA compliance.
Required Skills:
- Strong customer service and communication abilities.
- Advanced troubleshooting skills in CCTV, access control, intrusion systems, and networking.
- Ability to read technical diagrams and understand CAD-based designs.
- Strong organizational, analytical, and documentation skills.
- Ability to manage multiple tasks independently in a fast-paced environment.
Qualifications:
- High school diploma required; technical certification preferred.
- 5–7 years of experience in electronic security system support or field service.
- Hands‑on experience with platforms such as Avigilon, Honeywell, Bosch, and similar systems.
- Background in low-voltage installation, diagnostics, and repair.
Pay: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Ability to Commute:
- Buffalo Grove, IL 60089 (Required)
Work Location: In person
