Technical Support Specialist

You will

• Develop and maintain strong knowledge of the company’s software, hardware and security solutions, with a particular focus on video surveillance products and technologies
• Troubleshoot hardware, software and system-related issues via phone, chat, email and remote support tools
• Investigate and resolve technical incidents or escalate them to appropriate teams when required
• Document software, hardware, network and troubleshooting information in a case management system
• Provide a high-quality customer experience throughout technical support cases and escalations
• Manage and prioritize multiple support activities, including inbound calls, existing cases, live chat, emails and repair requests
• Collaborate with regional and global technical support teams to ensure effective issue resolution
• Communicate case status, progress and solutions clearly to customers and internal stakeholders
• Participate in an on-call rotation, including after-hours and weekend emergency support
• Continuously develop your knowledge of new technologies, products and technical support practices

Must have

• Strong problem-solving and troubleshooting skills
• Good time management skills and the ability to prioritize multiple tasks
• Ability to provide timely updates and effectively manage customer expectations
• Fluent English, both written and spoken
• Ability to explain complex technical issues and solutions to customers with different levels of technical knowledge
• Ability to work independently as well as collaborate effectively within a team
• Ability to remain organized and communicate effectively while troubleshooting critical or complex issues
• Strong attention to detail and willingness to continuously learn new technologies
• Practical understanding of applying technical concepts to troubleshooting processes
• Experience installing, configuring, and troubleshooting software and hardware

Nice to have

• Familiarity with video surveillance systems, IP cameras, ONVIF protocol or video streaming technologies
• 2+ years of experience in technical customer support environments such as:
  • video surveillance or access control
  • telecommunications
  • cloud software
  • enterprise hardware support
  • IT Helpdesk / Service Desk
• Technical Bachelor’s degree, diploma or equivalent educational background
• Technical certifications such as CCNA, MCSA, CompTIA A+ or similar