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Form of workJob Description
Tier 1 ***Entry Level***. Tech Support / Help Desk
$18-20/hour (Depending on Experience)
Schedule: Monday-Friday 8am-5pm
FULL TIME || ON-SITE*
Technical Support Agent/Helpdesk will work closely with dealers and field installers with problem solving and troubleshooting, which include but are not limited to video recorders, cameras, networking peripherals and software applications. This is typically conducted over phone, email, specialized support platforms, and remote desktop tools. To succeed in this role, you will need to be highly experienced in providing excellent customer service and problem escalation/resolution.
ESSENTIAL JOB FUNCTIONS
- Provide technical support and resolutions on Hardware and Software related issue through phone or email
- Capture and document all aspects of the customer interaction into CRM database
- Ensure customers queries are responded to quickly, with the aim of resolving each issue with one-call resolution
- Provide courteous and professional service
- Provide technical assistance for customers who encounter difficulties while attempting to install, set up, or use company products
- Analyze and identify source of problems through troubleshooting with the client and advise resolutions
- Learn through hands-on product testing
- Collaborate with colleagues to identify and highlight trends in customer inquiries
- Report and escalate any potential product issue thoroughly and comprehensibly to product management and development teams for future improvements
- Ensure electronic records are created and updated for all communications and escalations.
QUALIFICATIONS
- Experience in a customer focused position involving technical knowledge for troubleshooting of hardware and software issues
- Have interest and is proficient in operating and troubleshooting PC and IP networking
- Knowledge of 5-layer OSI
- Reliable attendance and punctuality for assigned shift is a must due to nature of duties
- Postsecondary degree, certificate, or diploma in computer or other technology fields
- Security/Video Surveillance industry or related industry preferred but not required
- Fluent in English. Ability to speak and read/write Spanish or French is a plus
- Good interpersonal skills, able to manage customer attitudes and emotions
- Logical thinking, good analytical and problems solving skills
- Outstanding listening skills and attention to detail
