Customer Support Coordinator – Level 2 Support, Access Control, CCTV, Intrusion

Interface Systems

Customer Support Coordinator providing Level 2 support for security systems at Interface Systems. Collaborating with field technicians to troubleshoot and resolve complex service incidents and ensure system performance.

Posted 4/23/2026full-timePlano • Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Own technician success by delivering accurate diagnostics, correct parts selection, and clearly defined, executable scopes of work supported by complete, relevant documentation.
Assess and prioritize Service Requests (SRs) based on severity, customer impact, business priorities, and established organizational policies.
Drive SLA compliance by analyzing service outliers, executing root cause analysis, and delivering targeted corrective and preventative actions.
Collaborate with STS L1 and L2 leadership to identify and remediate process, coaching, or training deficiencies tied to invalid escalations.
Provide advanced technical support and troubleshooting guidance to field technicians by chat and phone.

Requirements

What you’ll need

Minimum of two (2) years of experience as a Field Technician or Help Desk Agent
Demonstrated expertise in installing, servicing, supporting, troubleshooting, and programming Access Control systems, Business Intelligence Solutions, CCTV/VMS (both IP and analog), Intrusion and Fire Alarm Systems, and Two-Way Audio solutions.
Experience and hands-on knowledge with low-voltage and support, including wiring, serial polling loops, inputs, and outputs.
Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, customers, vendors, and executive management.
Experience utilizing Microsoft Office software tools, with ability to type quickly and accurately (at least 20 wpm, ideally 30+ wpm).

Benefits

Comp & perks

Health insurance
Flexible working hours
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

diagnosticsparts selectionroot cause analysistroubleshootingAccess Control systemsBusiness Intelligence SolutionsCCTVIntrusion and Fire Alarm SystemsTwo-Way Audio solutionslow-voltage support

Soft Skills

communication skillscollaborationcoachingtrainingproblem-solvingprioritizationcustomer impact assessmentdocumentationexecutive communicationteam leadership