Technical Support Specialist

Our client

, an international manufacturer of video security technologies, seeks a Technical Support Representative on a  long term, indefinite basis (definite potential for temp-to-hire) .  This is a hybrid (in office / remote position).  Join a stable, fast growth company and work with cutting edge technologies.

In this role, you will you'll be the first point of contact for customer inquiries, providing essential product support via email and phone. Your responsibilities include addressing installation, operational functions, and troubleshooting, while promptly documenting and resolving customer requests

Responsibilities for Technical Support Specialist :

• Answer incoming customer phone calls regarding product issues
• Identify and resolve simple “how to” questions related to  product configuration, initial deployment and product licensing  using knowledgebase articles, scripts, and product documentation for products and services.
• Take appropriate steps to resolve support cases per department  Service Level Agreements  (SLAs) using Zendesk Ticketing system.
• Document customer information and recurring technical issues to support product quality programs and development.
• Documents support interactions, including details of inquiries, complaints, comments, and actions taken.

Escalation of complex cases to Technical Support Agents

Skills and Work Experience :

Excellent time management skills- ability to organize and manage multiple priorities and meet deadlines

Technical Experience :

A Current Certification in either CompTIA A+, CCENT, Google IT Support Professional (Preferred)

Hours : 9 : 00 am - 5 : 30 pm, Mon - Fri (flexible)

Hybrid Position - 3 days in office / 2 days remote (work-from-home)