Technical Support Specialist
Core
Resolve critical customer issues for mission-critical communications and video security products via phone, chat, and remote access.
Role type
Technical Support Specialist (IC)
Builds
Customer support for On-Prem Video Management, Cameras, and Access Control products
Domain
Public safety, video surveillance, and mission-critical communications
Deliverable
client delivery
Required skills
troubleshooting hardware/software, IP networking fundamentals, CRM platform usage, case management documentation, English fluency
Preferred skills
video surveillance technology knowledge, access control experience, CCNA/MCSA/CompTIA A+ certifications, KCS methodology experience
Technologies
On-Prem Video Management, Cameras, Access Control, IP networking (routers, VLANs, TCP/IP, UDP, IGMP), CRM platforms
Responsibilities
Troubleshoot hardware, software, and systems; document technical information in case management systems; prioritize inbound calls, chats, and emails; collaborate with regional and global support teams; provide after-hours and weekend emergency support
Seniority
Experienced, hands-on IC
