Who We Are

Established in 2006, IC Realtime is a leading digital surveillance manufacturer serving the Residential, commercial, government, and military security markets. For the last 16 years, we’ve dedicated countless days and hours to providing the world's most advanced & dependable surveillance cameras and video recorders.

The People and Our Values

We work hard and have a collaborative environment. Our values lead in the day-to-day processes and to our success.

Integrity - Integrity is regarded as the honesty and truthfulness of one's actions.

Courage - Standing up for truth is fundamental and withstands danger, fear, or difficulty.

Accountability - To err is human, so making it right is our corporate policy.

Respect - Respect is the regard for the feelings, wishes, rights, or traditions of others.

Excellence - Excellence is a quality that surpasses ordinary standards.

The Perks of working for IC Realtime, LLC

We are committed to providing our people the benefit, resources and educational/training opportunities. As such, we currently offer .

• Medical, Dental, Vision

• 401(k) with a discretionary 3% annual match

• Responsible Time Off

• Healthy life/work balance

• Flexible schedules and remote options for many positions

• Free on-site snacks, drinks, and more

• Weekly lunches are made in the office by members of the team

• Development opportunities

• A commitment to diversity and inclusion fosters an inclusive environment that encourages all employees to bring their authentic selves to work

Your Next Career Opportunity –

A Customer Support Engineer will provide technical support to our customer network for our CCTV/ IP Surveillance products and services through various mediums including but not limited to providing content development, customer training and some IT duties.

Basic job duties include but are not limited to:

• Maintaining an ‘excellent’ level of technical support for our customers.

• Candidates will demonstrate grace when interacting with customers while resolving technical problems that span a range of platforms and technologies (Surveillance Hardware / Software (Mobile and Desktop), TCP/IP Networking, Customer Provided Routers for SOHO, Web Technologies, etc)

• Troubleshooting and/or establishing LAN / WAN connections to our products

• Install and configure our computer software and mobile applications

• Continuously learn updated industry and product knowledge regarding best practices and latest technologies

• Take incoming and make outbound support calls to assist installers, end users with configuring our product

• Troubleshooting issues with our products through our Hosted Call Center system

• Remote support as needed for field technicians to better assist with troubleshooting and product training

• Answer customer emails and maintain correspondence through sustaining support issues

• Creation of Support Documentation (Deployment Guides, Help Center Articles, and more)

• Create tickets for return items for various issues using our ERP system

Additional job duties include:

• Engineering Tasks

• Help Center Documentation (Knowledge Articles, How-Tos, FAQ’s, etc)

• Product Documentation (Deployment Guides)

• Advanced System Configuration (Video Analytics, PTZ Programming, etc)

Education/ Experience:

• Bachelors in Computer Science/Engineering, or equivalent trade certifications and work experience

• Excellent written and verbal communication

• Strong phone contact handling skills and active listening.

• Ability to multi-task and context-switch effectively between different activities

• Flexible, team player, get-it-done personality

• Ability to organize and plan work independently

• Ability to work in a rapidly changing environment

Language Skills

• Ability to effectively present information and respond to questions from groups of Managers, clients, customers, and the public.

Mathematical Skills

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

Reasoning Ability

• Ability to solve practical problems with a variety of concrete variables in situations where one limited standardization exists.

• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Other Qualifications

• Flexibility: priorities change very quickly in this position.

• Must be able to manage multiple projects and adapt to changing situations

**Job Type: Full-time

Salary: Starting $38,000. per year PLUS performance incentives

** FREE BASIC HEALTH PLAN

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Ability to commute/relocate:

• Pompano Beach, FL 33064: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer service: 2 years (Required)

Work Location: One location