Overview

The position is responsible to provide technical support to customers and technicians for all facets of IP/Video equipment. You will spend the majority of your day on the phone helping field technicians trouble shoot CCTV/IP Camera technology while they are out on the job.

Status

Full Time, Non-Exempt

Duties and Responsibilities:

• Provide first level contact and convey resolutions to customer issues over phone call
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Provide on-call support for UAS customers as assigned
• Responsible to complete paperwork, data entry, and unit configuration associated with video equipment installations and service calls in an accurate and timely manner
• Ability to complete non-help desk/support projects as needed
• All other duties as assigned

Education and Experience:

• Three years of technical support work experience or equivalent experience

Work Requirements:

This position requires sitting for long periods of time - time spent behind a desk