What are the responsibilities and job description for the Technical Support Representative position at DIGITAL MONITORING PRODUCTS?
At DMP, we don’t just make security products—we build technology that helps protect people, businesses, and communities. For over 50 years, we’ve been designing and manufacturing innovative security solutions, and we’re continuing to grow.
We’re looking for a Technical Support Representative to join our team and become a trusted technical resource for our dealers across the country. If you enjoy solving problems, learning technology, and helping people find the right solution, this could be the opportunity you’ve been looking for.
What You’ll Do
As a Technical Support Representative, you’ll work directly with DMP dealers to provide technical assistance, troubleshoot issues, and help them successfully install and configure DMP products. You’ll be the person our dealers turn to when they need answers—and you’ll play an important role in making sure they leave every interaction with a clear solution or a path forward.
Your day-to-day responsibilities will include:
- Answering calls and providing technical support related to the installation, configuration, and troubleshooting of DMP products.
- Asking the right questions, diagnosing problems, and finding effective solutions.
- Taking detailed and accurate notes to document customer interactions and troubleshooting steps.
- Verifying solutions by testing, researching documentation, and using available technical resources.
- Communicating escalated customer issues to supervisors in a timely and professional manner.
- Building strong relationships with dealers by making their needs a priority.
- Continuing to expand your knowledge of DMP products, the security industry, and emerging technologies.
- Participating in hands-on training and online learning when you’re not assisting dealers.
- Sharing knowledge with and assisting fellow team members.
- Observing and adhering to DMP Data Classification Standard.
- Looking for ways to improve processes and efficiency while maintaining quality and compliance.
- Supporting the team with other responsibilities as needed.
What We’re Looking For
We’re looking for someone who is curious, dependable, analytical, and excited to learn.
The ideal candidate will have:
- Excellent verbal communication skills and the ability to communicate with confidence, competence, and empathy.
- Strong troubleshooting and problem-solving skills.
- Excellent attention to detail and a high degree of accuracy.
- Strong typing and computer skills.
- A working knowledge of computer hardware, software, and digital data communications.
- The ability to learn technical information quickly and apply it effectively.
- The ability to follow detailed instructions accurately.
- The ability to remain calm, professional, and solution-focused in high-pressure situations.
- A positive attitude and the ability to work cooperatively as part of a team.
- Reliable attendance and punctuality.
- An openness to feedback and a willingness to continuously improve.
- Previous alarm installation experience or contact-center experience providing technical support is a plus, but it’s not required.
Why DMP?
Joining DMP means becoming part of a company with over 50 years of experience, a strong reputation in the security industry, and an exciting future ahead.
Every problem you solve helps a security professional do their job more effectively, which ultimately helps protect homes, businesses, and people.
If you’re someone who enjoys solving problems, learning new technology, helping others, and growing your skills, we’d like to hear from you.
EOE/Vet/Disabled