Customer Success Representative I

Wireless CCTV • Richardson, TX

1d

About The Position

The Customer Success Representative I at WCCTV serves as the primary point of contact for customers, delivering customer service and technical support while fostering long-term relationships. The role supports onboarding, resolves service and product issues, provides training, and helps customers maximize the value of WCCTV’s products and services. It contributes to customer satisfaction and retention and identifies opportunities to support business growth.

The position offers hands-on experience in customer support, onboarding, and product training, with cross-functional collaboration involving Sales and Operations. It operates primarily in a professional office environment and may require occasional travel to company locations.

Requirements

• High school diploma or equivalent required.
• 2–3 years of B2B customer service or technical support experience required.
• Proficiency with CRM and help desk ticketing systems required.
• Intermediate skills in Microsoft Office and email systems.
• Strong verbal and written communication skills.
• Excellent interpersonal and customer relationship-building skills.
• Proven problem-solving and analytical abilities.
• Strong organization, time management, and multitasking skills.
• High attention to detail with strong follow-through.

Nice To Haves

• Associate degree in Business or a related field.
• Experience with customer onboarding and product training.

Responsibilities

• Serve as the first point of contact for customer inquiries via phone and email, resolving service and technical issues.
• Provide first- and second-level technical support, including analytics setup and troubleshooting.
• Escalate complex issues to technical teams following initial diagnosis.
• Conduct customer onboarding sessions, including product setup, service confirmation, and process explanation.
• Maintain accurate records of customer interactions in the ticketing system.
• Perform pre- and post-installation follow-ups to ensure quality and customer satisfaction.
• Deliver remote and on-site customer training and identify additional sales opportunities.
• Support partnership accounts and assist with remote installations.
• Manage RMA and product return processes, including repair coordination and customer communication.
• Collaborate with Sales and Operations teams to ensure customer expectations are met.
• Perform other duties as assigned to support departmental and organizational needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED