Technical Support Specialist

Position Summary

The Technical Support Specialist at WCCTV provides responsive, customer-focused support for WCCTV mobile video surveillance units, cloud-based access tools, connectivity services, and related security, safety, environmental monitoring, and project visibility solutions. This role troubleshoots technical issues, supports remote diagnostics and commissioning, assists with customer training, and partners closely with Service, Field Operations, Monitoring, Sales, and Account Management to keep customer systems connected, reliable, and aligned with WCCTV's promise of protecting people, projects, property, and places.

Why WCCTV?

WCCTV is a managed technology partner delivering mobile surveillance, live monitoring, real-time alerts, cloud-based access, and ongoing support to organizations across the USA. This role is ideal for a hands-on problem solver who enjoys technology, customer service, and mission-driven work that helps customers reduce risk, improve visibility, and respond faster when it matters most.

Key Responsibilities

• Provide front-line technical support by phone, email, remote access tools, and support channels for WCCTV systems, software, connectivity, and customer access issues.
• Troubleshoot live video access, archived footage retrieval, system connectivity, camera performance, recording issues, hard drive alerts, time/date accuracy, and related equipment concerns.
• Support remote camera commissioning, configuration updates, remote diagnostics, and basic network checks, including 4G/5G connectivity, VPN/static IP access, SIM performance, and device availability.
• Guide customers through WCCTV platforms, account access, support guides, training resources, and practical use of cameras, software, alerts, reporting, and footage retrieval tools.
• Document customer interactions, technical findings, troubleshooting steps, resolutions, follow-up needs, and escalation details accurately in WCCTV systems.
• Escalate complex hardware, software, networking, monitoring, or field service issues to the appropriate internal teams with clear facts, urgency, and customer impact.
• Coordinate with field technicians and service teams on equipment swaps, repairs, power-cycle needs, warranty support, parts requirements, and site-specific technical follow-up.
• Monitor recurring issues and share customer feedback or trend observations that may improve support processes, training, reliability, or the customer experience.
• Represent the WCCTV brand through professional, calm, and solutions-oriented communication that builds trust with customers and internal partners.
• Perform other job-related duties as assigned to support Service, Operations, and WCCTV business needs.

Qualifications

• High school diploma or equivalent required; associate degree, technical school, IT certification, or related technical training preferred.
• 1-3 years of technical support, help desk, customer support, security technology, telecommunications, networking, or field service experience preferred.
• Working knowledge of IP cameras, routers, cellular connectivity, VPN concepts, basic networking, Windows-based applications, and remote support tools strongly preferred.
• Ability to diagnose technical issues logically, ask effective questions, document findings clearly, and manage multiple support requests with urgency and accuracy.
• Strong customer service skills with the ability to explain technical information in a clear, professional, and patient manner.
• Experience supporting video surveillance, access platforms, monitoring centers, construction site technology, public safety technology, or remote/off-grid equipment is a plus.
• Ability to collaborate cross-functionally with technical, field, sales, monitoring, and account management teams.
• Must be able to work onsite as required at WCCTV's Richardson, Texas location and communicate reliably during assigned business hours.
• Valid driver's license may be required for occasional local support, training, or site-related activities.
• Must be authorized to work in the United States.

Core Competencies

• Technical Troubleshooting and Problem Solving
• Customer Focus and Professional Communication
• Accountability, Follow-Through, and Documentation
• Cross-Functional Collaboration
• Adaptability in Fast-Moving, Customer-Critical Environments

Equal Employment Opportunity

WCCTV is an equal opportunity employer and is committed to fostering a workplace that values professionalism, respect, and inclusion. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to any status protected by applicable federal, state, or local law.

Work Environment and Physical Requirements

This position operates primarily in a professional office and technical support environment and may require occasional interaction with field service teams, equipment, customer sites, or warehouse/service areas. The role requires regular use of a computer, phone, remote access tools, and support systems; the ability to remain seated for extended periods; and the ability to occasionally lift or move items weighing up to 25 pounds. Occasional travel or adjusted hours may be required based on customer, service, or operational needs. This position may also perform other duties as assigned to support departmental and organizational needs.