Job Description
A Technical Support Representative at OpenEye provides phone and email assistance for video security products, troubleshooting hardware, software, and network issues, while delivering excellent customer service and supporting the company's security solutions.
Key Responsibilities
- Troubleshoot network communications, including router issues, WAN link outages, and switch problems
- Troubleshoot hardware, software, user processes, and mechanical operation of security products
- 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 enhance 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
- Enjoy interacting with people
- Ability to troubleshoot network communications including router issues, WAN link outage, and switch problems
- Ability to troubleshoot software hardware, user processes, and mechanical operation
- Support customers over the phone, email, and remote automation interfaces
- Knowledge of basic inter-networking operations and protocols, with a demonstrated ability to assist with networking projects (preferred)
- Knowledge of Security Industry Cameras, DVRs, Sensors, Relays, etc. (preferred)
- Knowledge of electrical wiring, proper grounding, etc. (preferred)
- Knowledge of Linux OS (preferred)
Benefits & Perks
Medical, dental, vision prescription benefits starting day 1
Generous medical plan subsidy and health savings account option 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
Lifestyle Spending Account (LSA) for well-being needs
Paid maternity and paternity leave
Pet Insurance
Free annual membership to Care.com
Free access to the Headspace app for employees and up to five friends and family members
15 Days of Paid Vacation per year, increasing after year 3
Paid Sick Wellness time (1 hour for every 35 hours worked)
Educational Assistance Program for non-degree support, undergraduate, and graduate degrees
Employee Equipment Program
Free Alarm.com system for your home
Ready to Apply?
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