Job Description
This Sr. Technical Support Engineer will be partially onsite and partially remote in either Pompano Beach, FL or Phoenix, AZ. They will to the EVP of Technology and is responsible for customer technical
support, escalation resolution, root cause analysis and content development for surveillance and security technology.
This person will join a team who supports the customer network for our CCTV / IP surveillance products and services.
- Maintain an 'excellent' level of technical support for our customers.
- Demonstrate grace when interacting with customers while resolving technical problems that span a range of platforms and technologies (Surveillance Hardware/Software, Mobile and Desktop), TCP/IP Networking, Customer Provided Routers for SOHO, Web
Technologies, etc.)
- Troubleshooting and/or establishing LAN / WAN connections to our products
- Install and configure our computer software and mobile applications
- Continuously learn updated industry and product knowledge regarding best practices and latest technologies
- Take incoming and make outbound support calls to assist installers / end users with configuring our product or troubleshooting issues with our products through our Hosted Call Center system
- Log calls as tickets within our Issue Tracking System, for end to end resolution and satisfaction scoring
- Remote support as needed for field technicians to better assist with troubleshooting and product training
- Champion sustaining issues and escalated issues by identifying customer expectations, tracking product bugs and defects, and escalating to Products and Support management as required
- Assists with the specification, development, research and evaluation of services standards.
- Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
- Create tickets for return items for various issues using our ERP system
- Root cause analysis for sustaining technical issues, poor customer satisfaction cases
- Post Mortem Analysis of Issues with Issues with Poor Customer Satisfaction
- Documentation, Analysis, Tracking and Reporting of Issues and Trends for
alignment with Corporate Strategy
- Help Center Documentation (Knowledge Articles, How-Tos, FAQ's, etc)
- Product Documentation (Deployment Guides)
Required Skills & Experience
- 5+ years of technical support experience (career tech support)
- Network support experience
- Intent to stay long-term, not entry-level helpdesk as a stepping stone to something else
- Strong customer service skills and phone presence
Nice to Have Skills & Experience
- Surveillance technology equipment experience
- Zendesk ticketing system experience
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.