Technical Support AgentAbout this role:As a Technical Support Agent, you play a vital role in the branch's daily operation. We are seeking a responsible, patient, and energetic technical problem solver. Must be capable of working on-site each day.Essential job functions:Assist customers with technical or product issues in a friendly and enthusiastic mannerAssist customers with system setup and product configuration via phone or remote systemEnsure that long term customer relationships are protected by providing value added servicesGuide customers through troubleshooting process and provide a solution for product problemRefer customer concerns about billing practices and charges for services rendered to the appropriate department for investigation and resolutionMaintain professional and technical knowledge by attending manufacturer training, conferences, etc., as assigned by the supervisorTest and troubleshoot returned products, provide solutions for the sales team or clients; report product issues to the manufacturerAssist with performing a variety of tests to determine whether product functions as specified; determine the cause of product failure; analyze test resultsRecord customer support cases and maintain records, reports and suggestions for better operation and product improvement.Support sales team in a timely manner, provide updated information to SalesMaintain network and phone service stability, solve any technical issues that might disrupt business operationsDisclose and update the Project Manager of any new notes, details, or situations regarding a registered Project when a customer asks.Review material and equipment lists for installation and service repairs.
Document and report any material discrepancies as requiredResponsible and accountable for all parts, materials, equipment, tools, and supplies that are released to technician's custody. Maintain accurate inventory records for all itemsResponsible for completing all assigned tasks within the specified cost budget and schedule, personally responsible for the quality of work performedAssist with the completion of all in-house assembly/test/checkout tasks, as requiredAssist with solving technical challenges as they ariseHelp to resolve potential problems before they can have a negative impact on the customer and the companySeek guidance and direction as necessary for the performance of dutiesQualifications and skills:One year experience in troubleshooting and installing CCTV systems is requiredKnowledge of wired and wireless networking, including access points, managed switches, and enterprise-grade routersGood communication and phone skills, bilingual is preferredAble to take multi-task and work under pressureBachelor's degree is required.Promotions are available for this position.