Job Description
A Technical Support Representative at OpenEye provides phone and email support for video security products, troubleshooting hardware, software, and network issues, while delivering excellent customer service and assisting with technical problems related to DVRs, cameras, and networking equipment.
Key Responsibilities
- Troubleshoot network communications including router issues, WAN link outages, and switch problems
- Troubleshoot hardware, software, user processes, and mechanical operation of DVR and CCTV equipment
- Support customers via phone, email, and remote automation interfaces
- Analyze and resolve customer hardware, software, and network problems accurately and promptly
- Create knowledge base articles to facilitate customer self-support
Requirements
- High School Diploma or a General Education Degree
- At least 2 years of related experience in customer service, troubleshooting, and repairing DVR and CCTV equipment
- Excellent verbal and written communication skills
- Must be a problem-solver who is flexible and responsible
- Must be able to work in a team-based collaborative environment
Benefits & Perks
Compensation/salary range of $20.00 - $22.00 per hour with potential for annual discretionary bonus
Work schedule includes hybrid work environment
Work environment perks such as casual dress code (jeans welcome), collaborative and creative culture, idea sharing encouraged
Medical, dental, and vision benefits starting day 1
Generous medical plan subsidy and health savings account with company contribution
Up to $5,000 annual company match for 401k
Company-paid short-term and long-term disability, AD&D, and life insurance
Paid maternity and paternity leave
Paid vacation of 15 days per year, increasing after 3 years
Paid sick wellness time at a rate of 1 hour for every 35 hours worked
9 paid holidays per year
Educational assistance program covering non-degree support, undergraduate, and graduate degrees
Employee equipment program
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