Technical Support Representative

Job Title: Technical Support Representative (Entry Level Position)

Location: Tarpon Springs Florida / North America (Remote)

Company Overview:

PMT Security is a tailored security solutions provider, specializing in access control, video surveillance, visitor management, and supporting technologies like biometrics and intercom systems. With 25 years of experience in the USA and Canada, we deliver innovative and integrated security solutions to organizations of all sizes. Join our experienced and passionate team in supporting cutting-edge security technology.

Job Summary:

We are seeking a motivated and tech-savvy Technical Support Representative to provide phone-based customer support for our access control and video management clients. The ideal candidate will have excellent communication skills, a strong desire to learn, and a passion for solving technical issues. This role offers the opportunity to become proficient in a wide array of hardware and software products while providing exceptional customer service.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat, offering timely and professional technical support.
• Answer incoming support calls and assist with customer orders and shipping inquiries.
• Troubleshoot customer-reported technical issues, ensuring swift and effective resolution. Escalate complex issues to the appropriate teams when necessary.
• Manage customer records, support tickets, and track issue resolutions using HubSpot CRM software.
• Collaborate with product management to communicate customer feedback and contribute to product improvements.
• Stay up-to-date with the latest technology trends and product updates to provide accurate technical assistance.
• Participate in ongoing training sessions to enhance technical knowledge and customer service skills.
• Adhere to company policies, including data security and privacy guidelines, while handling customer information.

Required Skills:

• Strong verbal and written communication skills, capable of explaining technical information clearly and concisely.
• Problem-solving and analytical abilities to efficiently diagnose and resolve technical issues.
• Exceptional customer service skills, demonstrating patience, empathy, and professionalism when handling customer concerns.
• Advanced understanding of computer hardware, software, operating systems, and common applications.
• Proficient in troubleshooting network connectivity issues (LAN, WAN, wireless).
• Familiarity with remote desktop applications and remote troubleshooting techniques.
• Flexibility and adaptability in a rapidly changing technical environment.

Required Qualifications:

• High school diploma or equivalent.
• Knowledge of software and hardware troubleshooting methodologies.
• Experience using help desk and remote support tools.
• Ability to multitask in a fast-paced environment and maintain confidentiality when handling customer information.

Preferred, but not required:

• Previous experience in a technical support or help desk role, particularly in a customer-facing environment is optional, though beneficial.
• Certifications in relevant technologies (e.g., Microsoft Certified Professional, CompTIA A ) are an asset but not essential.

Why Join PMT Security?

• Competitive salary and benefits package.
• Opportunity for growth and professional development.
• Work with a dedicated team of professionals.
• Access to the latest security technologies and ongoing training.

How to Apply:

Interested candidates should submit their resume and a cover letter detailing their relevant experience to employment@pmtsecurity.com by October 15th, 2024