Technical Support Representative

Technical Support RepresentativeLiberty Lake, WashingtonOpenEye, the cloud video platform company, provides solutions for video security, business intelligence and loss prevention. For over 20 years, OpenEye has been committed to developing an easy-to-use, comprehensive video management system backed by Heroic Customer Service® and support. Our on-site and cloud-based products can be found protecting schools, hospitals, banks, retail stores, and other facilities around the world. OpenEye's solutions are available globally through a trusted network of certified service providers.OpenEye is a subsidiary of Alarm.com. Learn more at SummaryAs a Technical Support Representative, you will be responsible for supporting all products OpenEye offers as well as secondary software and products necessary for use. You will provide phone and email support to our customers for a variety of our video security products. Supported products include Digital Video Recorders, Security Cameras, Network Switches and Routers along with the software associated with them. In the role of Technical Support Representative, you will analyze and resolve customer hardware, software, and network problems in a timely and accurate manner. With a career at OpenEye, you will learn new technologies and have the opportunity to grow within the organization.ScheduleFull-time 8-hour shift, 5 days a week Monday - Friday between the hours of 3:00pm - 8:00am Pacific Time to offer support to our international team. This role will be required to work onsite in our Liberty Lake, WA headquarters.Role and ResponsibilitiesTroubleshoot network communications including router issues, WAN link outage, and switch problems.Troubleshoot software/hardware, user processes and mechanical operation.Support customers over the phone, email, and/or remote automation interfaces.Demonstrate OpenEye's core value of Heroic Customer Service by providing friendly and professional service.Assist the department with creating knowledge base articles to increase customer self-support.Learn new technologies and take on more responsibilities as the organization grows.Other duties as assigned.RequirementsHigh School Diploma or a General Education Degree2+ years related experience in customer service, troubleshooting and repairing DVR and CCTV equipmentExcellent verbal and written communication skillsMust be a problem-solver who is flexible and responsibleMust be able to work in a team-based collaborative environmentEnjoy interacting with peopleWork at our Liberty Lake, WA headquartersPreferred QualificationsKnowledge of basic inter-networking operations and protocols, with a demonstrated ability to assist with networking projects.Knowledge of Security Industry (Cameras, DVR's, Sensors, Relays, etc.)Knowledge of electrical wiring, proper grounding, etc.Knowledge of Linux OSPlease note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.The Perks!The pay range for this position is $19.00 - $22.50 per hour. A $2.00 per hour shift differential will be offered for any hours worked between 6:00pm and 5:00am Pacific Time. This role is also eligible for an annual discretionary bonus.Employees are eligible to purchase company stock at a discounted rateCollaborative, fun, creative culture where idea sharing is encouragedCasual dress (Jeans are welcome!)Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.Up to $5,000 annual company match for 401kCompany paid short-term/long-term disability, AD&D and life insuranceLifestyle Spending Account (LSA) to get reimbursed for your well-being needsPaid maternity and paternity leavePet InsuranceFree annual membership to Care.comFree access to the Headspace app for you and up to five friends and family members.15 Days of Paid Vacation accrued per year (increases after year 3)Paid Sick/Wellness time is accrued at a rate of 1 hour for every 35 hours worked, except where local laws are more generousEducational Assistance Program covering non-degree support, undergraduate and graduate degreesEmployee Equipment Program – Free Alarm.com system for your home!OpenEye is an Equal Opportunity Employer