Tech Support Agent

Job Description

Job Title: Tech Support Agent

Industry: Physical Security

Job Description:

Hanwha Vision America (HVA) seeks a detail-oriented individual to join our Product Support Team as a Product Support Agent. In this role, you'll be the first point of contact for customer inquiries, providing essential product support via email and phone. Your responsibilities include addressing installation, operational functions, troubleshooting, and maintenance queries while promptly documenting and resolving customer requests. Opportunities for advancement within HVA await as you excel in this pivotal role. Join us and be part of our team shaping HVA's success.

Responsibilities for Support Specialist:

• Identify and resolve technical incidents using knowledgebase articles, scripts, and product documentation for products and services provided by HVA.
• Take appropriate steps to resolve support cases per department Service Level Agreements (SLAs) using Zendesk Ticketing system
• Document customer information and recurring technical issues to support product quality programs and development.
• Documents support interactions, including details of inquiries, complaints, comments, and actions taken.
• Escalation of complex cases to our Tech Support Specialists
  
  

Skills and Work Experience:

• Minimum of 1-2 year of experience working collaboratively and cohesively in a distributed team environment
• Minimum of 1-2 year of experience in a customer-facing remote support role at a high-capacity helpdesk/call center environment
• 1-2 years of experience documenting resolutions in Zendesk or a similar ticketing systems
• Excellent attention to detail and multi-tasking ability
• Strong communication/interpersonal skills, both written and verbal
• Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy
• Excellent time management skills– ability to organize and manage multiple priorities and meet deadlines
  
  

Technical Experience:

• 1-2 years experience in physical or remote support of
• IP Cameras
• Network Video Recorders
• Video Management Systems
• A Current Certification in either CompTIA A , CCENT, Google IT Support Professional (Preferred)
  
  

Working Conditions and Physical Demands:

• Prolonged sitting and/or standing for long periods of time
• Ability to lift 25lbs occasionally
• Occasional Travel to Hanwha Office locations for training and trade shows.
• Perform activities on the computer for a minimum of 8 hours
• Ability for remote employees to create a lab environment in the workspace
• Ability to perform physical installation of products occasionally