Technical Services Specialist

Vector Security • Raleigh, NC

46d

About The Position

The Technical Service Specialist is responsible for providing the highest
quality customer experience to both our external and internal customers in a
timely and efficient manner.

The successful candidate will have excellent problem-solving skills and be able
to think logically, strong attention to detail, focus, ability to communicate
effectively and work independently are a must. Candidates that have prior
experience in sales and operations support, customer service, and technical
environments are encouraged to apply.

Requirements

• 3-5 years’ experience with physical security systems, telecom systems, networking or I/T in Field Service or Customer Support role
• Strong computer skills or server skills
• Low Voltage or Electrical Experience
• Strong organizational skills and attention to detail.
• Ability to intelligently communicate (verbal and written) to internal and external customers and management.
• Ability listen, understand, breakdown information being provided, and provide accurate direction on what is needed to resolve technical issues
• Ability to work independently and as a team member
• Ability to work under pressure and to meet deadlines

Nice To Haves

• experience working with Brivo, Milestone, Eagle Eye Networks, Singlewire InformaCast, Axis or Hanwha

Responsibilities

• Provide excellent customer support (phone, email, portal)
• Primary point of contact for escalated issues.
• Develop and document customer support processes and procedures.
• Track and analyze customer support metrics (response times, resolution rates, etc.).
• Optimize utilization of software / subscription services
• Provide technical support to field technicians
• Perform systems and software installation and programming
• Assist in staging and testing new systems
• Support Project Management
• Develop and maintain expertise in leveraging manufacturer’s customer and technical Support
• Develop plan for improvement of cybersecurity aspect of security system projects.
• Engage with Sales Engineer team in secondary round conversations to ensure customer scope and design meets all needs
• Maintain technology certification levels to provide advanced support.

Benefits

• Medical, dental, and vision coverage
• Company paid life and AD&D insurance
• Company paid short- and long-term disability
• Voluntary benefit products
• 401k retirement savings plan
• Paid time off for vacation, sick days and floating holidays
• Tuition reimbursement
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees