Technical Support Specialist:

Answer incoming customer phone calls regarding product issues Identify and resolve simple \"how to\" questions related to product configuration, initial deployment and product licensing using knowledgebase articles, scripts, and product documentation for products and services. Take appropriate steps to resolve support cases per department Service Level Agreements (SLAs) using Zendesk Ticketing system. Document customer information and recurring technical issues to support product quality programs and development. Documents support interactions, including details of inquiries, complaints, comments, and actions taken. Escalation of complex cases to

Technical Support Agents Skills and Work Experience:

Minimum of 2 years of experience working in technical support with products Minimum of 2 years of experience in a customer-facing remote support role at a high-capacity helpdesk/call center environment Experience documenting resolutions in Zendesk or a similar ticketing systems Excellent attention to detail and multi-tasking ability Strong communication/interpersonal skills, both written and verbal Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy Excellent time management skills

ability to organize and manage multiple priorities and meet deadlines

Technical Experience:

2 years experience in technical support of computer hardware or technical products Basic understanding of IP cameras is a plus A Current Certification in either CompTIA A+, CCENT, Google IT Support Professional (Preferred)

Other Job Titles:

Help Desk, Tech Support, Help Desk Analyst Hours:

9:00 am

5:30 pm, Mon
Fri (flexible) Hybrid Position
3 days in office / 2 days remote (work-from-home) Pay $25/hr

Pay:

$25.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off

Work Location:

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