Technical Support Specialist

Job Description

Job Description

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