Technical Support Technician

Technical Support Specialist (Call Center) to serve as the first point of contact for installers and some end-users requiring technical assistance. This role focuses on providing hardware and software troubleshooting for security and surveillance products-not general IT support., * Deliver clear and concise technical guidance tailored to customer needs.

• Provide hardware and software troubleshooting for surveillance and security products.
• Handle inbound calls, chats, and emails to resolve technical issues efficiently.
• Diagnose and resolve issues using systematic troubleshooting techniques.
• Identify gaps in the Knowledge Base and suggest new content to enhance customer self-service.
• Escalate complex issues or missing product documentation to supervisors.
• Maintain detailed case documentation within the internal ticketing system.
• Explain service contract provisions when handling customer concerns.
• Assist less experienced team members when necessary.

Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, * High School Diploma or GED required.

• Preferred experience in CCTV Surveillance (IP-based NVR, Analog-based DVR systems).
• Strong networking and computer repair knowledge is a major plus.
• Must be tech-savvy and stay updated on evolving hardware and software technologies.
• Excellent problem-solving skills-able to troubleshoot using logic and reasoning.
• High attention to detail-every case must be properly documented.
• Strong multitasking skills-must handle calls, emails, chats, and tickets efficiently.
• Must be trainable, adaptable, and eager to learn.
• Dependability is key-we need team members who are reliable and responsible.
• Must handle stress well-this is a high-volume call center with moments of high pressure.

Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Health savings account, * Candidates will be required to take a networking and technical test during the in-person interview.
• This is an inbound call center position-your primary role is assisting customers over the phone.
• Work hours: Monday - Friday, 8 AM - 5 PM (PST) or 8:30 AM - 5:30 PM (EST) depending on office location.

If you’re passionate about technology, problem-solving, and providing excellent customer support, we’d love to have you on our team!

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Compensation Package:

• Hourly pay, * 401(k)
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan