Technical Support Specialist

Our client

, an international manufacturer of video security technologies, seeks a Technical Support Representative on a long term, indefinite basis (definite potential for temp-to-hire). This is a hybrid (in office/remote position). Join a stable, fast growth company and work with cutting edge technologies.

In this role, you will you'll be the first point of contact for customer inquiries, providing essential product support via email and phone. Your responsibilities include addressing installation, operational functions, and troubleshooting, while promptly documenting and resolving customer requests

Responsibilities for Technical Support Specialist:

• Answer incoming customer phone calls regarding product issues
• Identify and resolve simple “how to” questions related to product configuration, initial deployment and product licensing using knowledgebase articles, scripts, and product documentation for products and services.
• Take appropriate steps to resolve support cases per department Service Level Agreements (SLAs) using Zendesk Ticketing system.
• Document customer information and recurring technical issues to support product quality programs and development.
• Documents support interactions, including details of inquiries, complaints, comments, and actions taken.
• Escalation of complex cases to Technical Support Agents

Skills and Work Experience:

• Minimum of 2 years of experience working in technical support with products
• Minimum of 2 years of experience in a customer-facing remote support role at a high-capacity helpdesk/call center environment
• Experience documenting resolutions in Zendesk or a similar ticketing systems
• Excellent attention to detail and multi-tasking ability
• Strong communication/interpersonal skills, both written and verbal
• Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy
• Excellent time management skills- ability to organize and manage multiple priorities and meet deadlines

Technical Experience:

• 1 -2 years experience in technical support of computer hardware or technical products
• Basic understanding of IP cameras is a plus
• A Current Certification in either CompTIA A+, CCENT, Google IT Support Professional (Preferred)

Hours: 9:00 am - 5:30 pm, Mon - Fri (flexible)
Hybrid Position - 3 days in office / 2 days remote (work-from-home)