Customer Care Support Specialist

About Gatekeeper Systems USA Inc.

Gatekeeper Systems USA Inc. is a leading provider of high-resolution video security and safety systems for mobile applications. We design and manufacture a range of digital recorder products that utilize the latest embedded processors, video compression technologies and playback applications to meet the demanding needs of commercial and military market spaces. Visit our website at www.gatekeeper-systems.com to learn more about what we do.

About This Opportunity

Gatekeeper Systems USA Inc. is experiencing substantial growth and we are looking to expand our family. Gatekeeper USA’s Corporate office is located in Bristol, PA. We are looking for a Video Analyst and Support Technician to join the Customer Care team. The ideal candidate will be someone who is very disciplined, is a self-starter and has superb self-management skills as they will be working independently in this position as part of the Customer Care and technical support team. The role involves managing video requests from customers, using proprietary software to identify system issues to assist in scheduling service, and providing phone and email technical support. It is a permanent full-time position based out of the Bristol, PA office.

Primary Duties & Responsibilities

• Manage video requests – use Gatekeeper software to identify, download and share video clips as requested by customers
• Utilize proprietary software to track camera system health and status to assist in scheduling necessary service
• Utilize Field Aware software to create service tickets for field technicians
• Report service requirements and requests to Service Manager
• Respond to customer service inquiries via email or phone
• Investigate and troubleshoot customer issues relative to software and video products
• Identify and report actual or potential product deficiencies in software or hardware
• Generate reports and distribute to appropriate parties.

Other Duties & Responsibilities

• Train customers on products and software
• Interact with internal engineering and sales groups for customer escalations
• Assist system engineers in the diagnosis and replication of any product related issues
• Identify and promote any customer sales opportunities to the appropriate sales team
• Follow all Gatekeeper Systems USA Inc. policies, procedures and protocols
• Reports to Service Manager
• Other duties as needed

*Skills & Qualifications*

• Three or more years of experience providing technical support
• Experience in low voltage 12V DC vehicle systems
• Must be proficient with standard Microsoft Office tools; Word, Excel, Outlook etc.
• Proven ability to deliver on commitments.
• Must be able to summarize detailed information clearly and concisely.
• Must have a valid driver’s license and a clean driving record
• Must be clear and well-spoken while troubleshooting customer service calls with the ability to remain calm in the face of customer frustrations.
• Analytical and troubleshooting skills for technical evaluation of customer issues.
• Superb customer service skills
• Excellent problem-solving, interpersonal and written communication skills
• Excellent organization and multi-tasking skills
• Adaptable to changing priorities
• Criminal background screening required

Desirable Assets or Training opportunities

Installing and configuring the following:

• Microsoft Windows 7 through 10
• Microsoft Windows Server 2003 through 2012
• Experience in networking including Firewalls, DHCP, DNS, TCP/IP, and UDP
• Experience with Wi-Fi Access Points, M2M Cellular modems, and Routers
• A support role in customer service with products, systems or networking equipment
• Previous experience in supporting video recording systems (DVR’s and cameras)

```Duties```
- Provide exceptional customer service to clients via phone, email, and chat
- Answer customer inquiries and resolve issues in a timely and professional manner
- Assist customers with product information, pricing, and order placement
- Perform data entry tasks accurately and efficiently
- Utilize effective communication skills to build rapport with customers
- Upsell products and services to maximize sales opportunities
- Maintain a high level of product knowledge to address customer questions and concerns
- Follow up with customers to ensure satisfaction and resolve any outstanding issues
- Collaborate with cross-functional teams to address customer needs

```Requirements```
- Fluent in both Spanish and English (verbal and written)
- Strong data entry skills with attention to detail
- Excellent communication skills, both verbal and written
- Previous experience in customer service or sales preferred
- Ability to effectively handle outbound calling campaigns
- Bilingual proficiency in Spanish and English is required
- Strong phone etiquette and active listening skills

This position offers a competitive salary, comprehensive benefits package, and opportunities for career growth. If you are a motivated individual with a passion for providing exceptional customer service, we would love to hear from you. Apply today to join our team as a Customer Care Specialist!

Job Type: Full-time

Salary: $40,000.00 - $45,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person