Technical Support Specialist

Job Title: Technical Support Specialist

We are looking for a teammate in the Technical Support Specialist position who is a responsible, patient, and energetic technical problem solver. The primary role is to provide outstanding service and support to our customers.

Job Duties

To provide proactive technical support and services for customers who need assistance on all company products via telephone calls, email, live chat, and FAE ticketing systems;

To provide technical support services to enhance the company’s image and to satisfy customer needs;

To provide answers to customers by identifying problems, researching solutions, and guiding the client through corrective steps;

Work with clients remotely with or without remote assistance software;

To provide customer service includes product testing, RMA shipment delivery & tracking, evaluation delivery & return;

Collect field feedback and follow up issue tracking;

Co-work with the product team for issue tracking and follow-up;

Document solutions with FAQs and “How-To” documents;

Record each incident into the system and provide weekly and monthly reports;

Other tasks assigned

Requirements

Associate or bachelor’s degree or equivalent combination of training and experience

2 - 3 years of Technical Support and related experiences

Familiar with Windows, Mac OSX, Android, and iOS

Experience in surveillance is a PLUS

Excellent phone, written, and oral communication skills

Motivated and a fast learner