Technical Support Representative

• Answer phone calls from customers about how to operate, install and troubleshoot surveillance recorders and cameras.
• Help customers solve their issues with desktop software, phone applications and ensure their product is working correctly.
• Help troubleshoot PC desktop functionality (Windows and Mac) in regards to surveillance equipment.
• Evaluate computer networking issues (IPv4) in regards to IP cameras, systems and remote viewing.
• Complete submitted requests for RMAs by entering information into inventory system.
• Perform pre-sales help for sales department and for customers. (Choosing the correct product)
• Respond to customer e-mails promptly and accurately.
• Create tutorials based on common issues and issues that representative finds necessary.
• Perform phone training and demos to current and potential clients.
• Maintain knowledge of current and past offerings of company product line.
• Additional Duties assigned by Management

• Strong work ethic that demonstrates enthusiasm, persistence and a competitive spirit.
• Internal motivation and desire to succeed.
• Computer networking knowledge. (Must know Port Forwarding, TCP/IP, and D/DNS)
• Advanced troubleshooting skills and attention to details.
• Ability to memorize menus and configurations without being able to look at them. (This will be a work from remote job and will require full menu memorization.)
• Strong computer skills including computer hardware, software, and windows OS. (MAC OS a plus)
• Solid verbal and written communication skills.
• Ability to work independently, with supervision when needed.
• Having Skills / EXP with CCTV, VMS, and Recorders is required.
• Bilingual (Spanish/English) is a plus but not required.
• Strong Customer Service skills, * IT support: 3 years (Required)
• CCTV System: 1 year (Preferred)

Work Location: Hybrid remote in Hanover, MD 21076

Pulled from the full job description

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