Technical Support Representative

Company Overview

'Videx, Inc. is an Engineer and Manufacturer company working with CyberLock, the leading provider of innovative key-centric access control systems dedicated to enhancing security and convenience for clients worldwide. We are committed to delivering cutting-edge solutions that prioritize safety, reliability, and customer satisfaction.'
Summary

'We are seeking a dedicated and knowledgeable Technical Support Representative to join our team at our office in Corvallis, Oregon, In this role, you will be instrumental in assisting customers with technical issues related to our access control systems, ensuring smooth operation and high customer satisfaction.'
Responsibilities

' Provide technical support and troubleshooting assistance for our access control products and services.

• Manage computer systems and network configurations to resolve client issues.
• Assist customers via help desk channels, including phone, email, and chat.
• Collaborate with internal teams to escalate and resolve complex technical problems.
• Maintain detailed documentation of support interactions using tools
• Ensure security protocols are followed when managing VPNs, firewalls, and operating systems.
• Troubleshoot and diagnose hardware, software and network connectivity issues via phone and email.
• Educate customers on product features and best practices for system management.
• Stay updated on the latest product developments and industry trends to provide expert support.'
• Some Trade show travel
• Training customers on our products
• Train our internal sales team on our products
• Provide clear step by step instructions to help non-technical users resolve their issues
• Qualifications

' Proven experience in technical support or IT support roles.

• Strong knowledge of computer networking, operating systems (Windows, macOS, Linux), and hardware troubleshooting.
• Proficiency in Microsoft Office Suite and remote support tools.
• Excellent communication skills with a focus on customer service.
• Ability to diagnose and resolve software and hardware issues efficiently.
• Familiarity with VPNs, firewalls, LANs, and IT infrastructure components.
• Experience with help desk software such as ServiceNow or Jira is a plus.
• A proactive attitude towards learning new technologies and problem-solving.'

Job Type: Full-time

Pay: $24.00 - $29.00 per hour

Work Location: In person