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Form of workJob Description
If you thrive in a fast-paced environment and are looking for an opportunity to build your technical skills, join us as a Software Support Engineer and provide Technical Support via telephone and email to LenelS2 customers. The purpose of this role is to retain and encourage increased business from customers by efficiently and courteously satisfying the customer’s needs on an ongoing basis.
Essential Job Functions:
· Answer incoming phone calls, emails, and other inquiries into the LenelS2 Technical Support Center.
· Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes. This will include step by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation.
· Work with other departments as necessary to ensure customer inquiries, issues and problems are addressed timely and effectively.
· Utilize internal tools (ticketing system, KBs ect) to research problems for known and existing solutions.
· Follow documented processes to ensure callers are certified and support contract is up to date per Policy
· Assist with testing on new/existing products.
· Work with management to dynamically adjust priorities in order to provide the best possible service levels while maintaining and improving established service levels.
· Perform all other duties as assigned
· May be required to provided 24x7 support, compensation would be provided, or non-standard shifts.
Technical Qualifications
· 2 years’ experience in customer service and/or technical help desk
· Experience working with currently supported operating systems (Windows OS)
· Ability to read/decipher logs
· Understanding of basic AC and DC circuitry and electronics
· Comprehensive understanding of current network topologies and protocols
· Understanding of network packet analysis software such as Wireshark, DNS, telnet, tracert, snmp, ports/sockets, ability to parse log files
· Understanding of command line
· Entry-level knowledge of SQL database engines required, advanced knowledge preferred
· Experience in Access Control, Video, Intrusion and related technologies a plus
· Advanced knowledge of digital and analog video platforms
Other Qualifications
· Exceptional follow through
· Excellent listening, verbal, and written communication skills
· Excellent interpersonal skills, ability to communicate/collaborate well with customers, peers, management, and other departments
· Must have the ability to multitask and work independently
· Must be detailed oriented
· Must be enthusiastic, self-motivated and demonstrate excellent problem solving and decision making skills
· Ability to meet tight deadlines and adapt to change
· Team player – ability to work on cross functional teams
Education Requirements
· High School Diploma/GED minimum with a minimum 4 years of related experience
· Associates degree in Computer Science, IT, or electronics (preferred)
· Technical certifications such as Net+/MSSQL/MCP/MCSE/MCDBA (preferred)
Language Proficiency
· Bi-Lingual English, Spanish, French and Portuguese proficiency a plus
