Tech Support

Technical Support Agent

About this role:

As a Technical Support Agent, you play a vital role in the branch's daily operation. We are seeking a responsible, patient, and energetic technical problem solver. Must be capable of working on-site each day.

Essential job functions:

• Assist customers with technical or product issues in a friendly and enthusiastic manner
• Assist customers with system setup and product configuration via phone or remote system
• Ensure that long term customer relationships are protected by providing value added services
• Guide customers through troubleshooting process and provide a solution for product problem
• Refer customer concerns about billing practices and charges for services rendered to the appropriate department for investigation and resolution
• Maintain professional and technical knowledge by attending manufacturer training, conferences, etc., as assigned by the supervisor
• Test and troubleshoot returned products, provide solutions for the sales team or clients; report product issues to the manufacturer
• Assist with performing a variety of tests to determine whether product functions as specified; determine the cause of product failure; analyze test results
• Record customer support cases and maintain records, reports and suggestions for better operation and product improvement.
• Support sales team in a timely manner, provide updated information to Sales
• Maintain network and phone service stability, solve any technical issues that might disrupt business operations
• Disclose and update the Project Manager of any new notes, details, or situations regarding a registered Project when a customer asks.
• Review material and equipment lists for installation and service repairs. Document and report any material discrepancies as required
• Responsible and accountable for all parts, materials, equipment, tools, and supplies that are released to technician's custody. Maintain accurate inventory records for all items
• Responsible for completing all assigned tasks within the specified cost budget and schedule, personally responsible for the quality of work performed
• Assist with the completion of all in-house assembly/test/checkout tasks, as required
• Assist with solving technical challenges as they arise
• Help to resolve potential problems before they can have a negative impact on the customer and the company
• Seek guidance and direction as necessary for the performance of duties

Qualifications and skills:

One year experience in troubleshooting and installing CCTV systems is required

Knowledge of wired and wireless networking, including access points, managed switches, and enterprise-grade routers

Good communication and phone skills, bilingual is preferred

Able to take multi-task and work under pressure

Bachelor's degree is required.

Promotions are available for this position.