Customer Support Engineer

Pompano Beach, FL and Goodyear, AZ | Posted: 2021-06-11

Job Description

Reports directly to the EVP of Technology. Duties include technical support, content development, customer training, and IT.

Provide technical support to our customer network for our CCTV / IP surveillance products and services.


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 or 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

Pay: From $38,000.00 per year

Benefits:

  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift

Education:

  • Bachelor's (Preferred)

Experience:

  • Technical support: 2 years (Required)
  • Customer Service: 2 years (Preferred)

Work Location:

  • Multiple locations

Company's website:

  • https://icrealtime.com/




Go Back