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Technical Support Specialist
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
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