Technical Support

What you’ll be responsible for:
• Proactive checks on customer-owned video surveillance systems for the following:
o To ensure cameras are recording properly at night and during the day
o That servers are running properly, and software is up to date
• Performing video searches for customers when requested (example: customers will call in to have Spotter review footage on their video surveillance system)
• Proactive checks and administration of customer-owned access control and alarm systems
o Remote checks of customers access control systems to ensure they are functioning properly
o Add, delete, and adjust doors schedules, user groups, user permissions, etc
• Taking customer phone calls and opening service tickets within our CRM system (Salesforce)
• Providing top-notch technical support over the phone for Spotter Security customers (I.e. setup, troubleshooting, issue resolution) helping us ensure expectations are met and customers are satisfied
• Diagnosing problems with video surveillance, access control, and alarm systems and trying to resolve them remotely
• Diagnosing issues with computer hardware and software
• Performing other duties and special projects as needed

What we’re looking for:
• Relevant education and/or customer service experience
• Strong understanding of:
o Networks and network components
o Computer hardware and software
• Strong communication skills; proficiency in English is required
• A solutions-oriented self-starter; you thrive off change and enjoy working cooperatively and effectively with your team members
• The flexibility to adapt and take on various tasks to ensure objectives are met
• Excellent organizational and time management skills
• Any experience with Video surveillance and access control experience is not required but will be considered an asset