Technical Support

POSITION OVERVIEW

Technical Support is well organized, dynamic, customer-focused, proactive, strong team player, with multi-tasking, and problem-solving skills. This position will include providing technical support and troubleshooting assistance to our customers, demonstrating excellent problem-solving skills, and a customer-focused approach to ensure timely resolution of issues and customer satisfaction.

ESSENTIAL JOB FUNCTIONS

Maintain an in-depth knowledge of our complete line of products and services.

Embrace and learn the Video Surveillance / CCTV technologies and their applications.

Provide product demos and technical training to the sales team and customers.

Test and evaluate surveillance cameras, DVR cards, stand-alone or PC-based DVR systems, and peripherals.

Build and test PC-based DVR systems to customer's specifications.

Provide prompt and effective customer service and technical support.

Service customers in an effective and efficient manner; partner with internal teams proactively.

Answer calls and emails regarding technical support requests and log into ticketing systems.

Perform other duties as assigned

ESSENTIAL REQUIREMENTS

Ability to communicate clearly, concisely, and professionally in written responses to emails and oral responses to calls

Ability to maintain confidential business information

Ability to respond to customers in a timely and effective manner

Computer proficiency including Microsoft Office (Word, Excel, Powerpoint, Sharepoint, Outlook)

Ability to work independently with minimum supervision

Ability to work under pressure

Strong troubleshooting, problem-solving, and team player mindset is a plus

Proactive and enthusiastic to excel

OTHER REQUIREMENT

Domestic and / or International Travel may be required (up to 25%)

Willing and able to work additional hours when needed

Bend, lift, open and move product and related office items varying in weight up to 30lbs,

EDUCATION

1+ Years of Professional Experience in technical support or related areas

Experience in the security system industry is highly desired

A bachelor's degree in Computer Science, IT / Network, Engineering or related technical field, or equivalent industry experience is required

Preferred certificate : CompTIA A+

Fresh graduates will also be considered