Technical Support Representative

Sport Scope develops and supports camera tower and instant replay systems used by high schools and colleges nationwide. This position is focused on customer-facing technical support for football instant replay and camera systems, including troubleshooting hardware, assisting customers during live events, processing repairs and replacements, and supporting day-to-day technical operations within a small team environment., * Respond to customer technical support requests by phone, email, Facetime, and text communication

• Document all support activity and troubleshooting progress within Zendesk
• Diagnose camera systems, networking, WiFi, and hardware configuration related issues
• Guide customers through troubleshooting and system setup procedures
• Determine appropriate solutions according to company support procedures
• Process quotes, sales orders, invoices, and replacement hardware related to support activity
• Create inbound and outbound shipping labels for repairs and replacement equipment
• Process returned hardware and replacement shipments
• Assist customers with iPad-controlled camera and replay systems
• Learn current and legacy hardware systems used throughout the customer base

Schedule:

• 40 hrs. per week Standard
• August-October busy season with scheduled overtime, Friday Nights, and some Saturdays expected
• Must be flexible with scheduling to support customers during July-November busy season

Do you have experience in Windows?, * Must be detail oriented and very organized

• Strong customer service and communication skills required
• Must be comfortable troubleshooting technical hardware and software issues
• Familiarity with Windows workstations and general computer software expected
• Ability to learn technical systems quickly and troubleshoot methodically under pressure
• Must be willing to work overtime/weekends during the months of Aug-October
• Familiarity with iOS/iPad devices preferred
• Experience with networking equipment, routers, antennas, and Raspberry Pi devices and related higher education preferred, * Customer service: 2 years (Preferred)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance