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.

Email your resume to - hr@icrealtime.com

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

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/