Essential Job Duties:

As a Technical Support Specialist, this individual will provide support to our end-users, dealers, and rep firms. Responsibilities include but are not limited to:

• Provide technical support via e-mail and/or phone.
• Great customer service skills with a commitment to resolving customer concerns as well as meeting customer requirements.
• Self-motivated to conduct research and problem-solve.
• Maintains and updates customer information in a case management system.
• Document each customer interaction in a case management system.
• Follows up on outstanding items to issue completion.
• Meet or exceed company-set targets for support inquiries handled, response time, customer satisfaction score, and adhering to schedule.
• Partner with other departments and field team members to resolve customer concerns.
• Maintain warehouse inventories.
• Reads technical manuals to learn correct equipment settings and continues to develop knowledge and skills pertaining to technical support.
• Demonstrates use of equipment to customers.
• Sends weekly support reports to Sr. Technical Support Manager
• Operates all job site equipment in a safe and effective manner to minimize the risk of injury, property damage, or loss of life.
• Maintains workspaces, tools, and inventory in a neat, clean, and organized fashion.
• Ability to read, write, and interpret documents such as operating and maintenance instructions and procedure manuals.
• Highly organized, punctual, and capable of effective, efficient multi-tasking.
• Perform additional duties as needed.

Job Requirements:

• 4 years of technical support/customer service.
• Must be local & commute to office in Lake Forest, CA.
• Strong focus on quality and customer service.
• Solid knowledge of Microsoft Team Environments & licensing.
• Must know Microsoft and Android OS platforms.
• Understand networking and protocols.
• Comprehension of updating firmware remotely
• Background working with Interactive Flat Panel (IFP) & Commercial Displays.
• Experience with PTZ cameras, video bars, Bluetooth speaker phones, and peripherals.
• Strong team player with the ability to adapt to diverse team members.
• Excellent verbal and written communication skills.
• Exceptional critical thinking skills.
• Detail-oriented- a high level of attention to detail is required.
• A high level of time management, accountability, and prioritization skills.
• Self-motivated, goal-oriented, and driven to accomplish department goals.
• Ability to be organized, problem-solve, and be solution-oriented.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• CTS preferred.
• Pass background checks and drug screening.