Technical Support Representative (Hybrid Role)

Job Purpose

Tier 1 Support members serve as the initial point of contact for existing customer support needs. This position is all about providing professional and effective support while maintaining a friendly demeanor. Support members are responsible for developing and applying technical skills within the scope of the IP camera industry and ensuring customers receive timely and accurate solutions.

Success in this role requires a positive attitude, patience, excellent communication skills, and a sense of urgency when resolving customer issues through phone and live chat. Additionally, you will support fellow team members by sharing knowledge, offering guidance on resolving common issues, and fostering a collaborative team environment.

*Please note that this role requires the following:

1 :Candidates must live within a reasonable commuting distance to Asheville, NCand will need to be in the office 1-2 days / week.

2: Candidates also must have reliable and adequate internet since this role entails hybrid work. Internet must be stable enough to support video meetings, conference calls, and more without frequent interruption and lag so that the job can be done effectively.

Duties and Responsibilities

Below is a list of general and primary duties associated with the Tier 1 Support role. Please note that this is not an exhaustive list and there may be additional tasks and/or other responsibilities as needed.

• Customer Support: Respond to and resolve customer inquiries via phone, live chat, and email with a focus on providing clear and helpful guidance on SCW products, installation, and troubleshooting.
• System Setup and Troubleshooting: Assist customers in setting up and configuring IP camera systems. Diagnose and resolve technical issues in real-time.
• Customer Engagement: Proactively provide assistance to customers through various channels including phone and live chat. Follow up on open cases while ensuring customer satisfaction.
• Support for Other Teams: Collaborate with other departments, including Sales and Shipping, by assisting with tasks such as answering technical questions, generating quotes, processing orders, and fulfilling other requests as needed.
• RMA Process Management: Understand and execute SCW's RMA processes, assisting customers in initiating and completing returns, refunds, repairs, and exchanges efficiently.
• Documentation and Reporting: Ensure all customer interactions are documented accurately in the CRM system, including detailed notes on issues, solutions provided, and any follow-up actions required.
• Knowledge Sharing: Contribute to the creation and maintenance of internal knowledge bases and training materials to support continuous learning within the team.
• Product Testing and Quality Assurance
• Test new products and provide feedback on performance, usability, and potential issues.
• Test new software and firmware updates for SCW products, ensuring they meet company standards and are free of significant bugs.
• Participate in light QA tasks, including identifying, documenting, and reporting bugs and issues.
• Customer Training
• Conduct training sessions for SCW’s customers, educating them on product usage, troubleshooting techniques, and best practices.
• Develop and deliver educational materials to enhance customer understanding and satisfaction.
• Proactive Problem Solving: Identify recurring issues and suggest potential improvements to processes or documentation to enhance the overall customer support experience.
• Project Support: Participate in ongoing projects, such as testing new products or features, and provide feedback to improve the customer experience.
• Adherence to Company Values: Uphold SCW’s principles—Love the Team, Love the Customer, and Be Here in 200 Years—in all interactions and tasks.

Qualifications

• Education: High School diploma or equivalent; further education in Networking, IT, or a related field is preferred.
• Experience: At least one year of experience in a technical support, help desk, or networking role.
• Skills: Strong sense of urgency and problem-solving skills.
• Excellent typing and communication skills, both verbal and written.
• Proficiency with Google Workspace (Docs, Sheets, Gmail).
• Ability to handle conflict with professionalism and composure.
• Quick learner with the ability to absorb on-the-job training effectively.
• Familiarity with CRM systems
• Adaptability and openness to learning new technologies and processes.

Working Conditions

• Hours: Full-time, 40 hours per week, Monday-Friday, between the hours of 9 am-7 pm. Flexibility may be required to cover shifts or address urgent customer needs.
• Environment: Primarily desk-based with significant time spent on typing, communicating via phone and chat, and managing customer requests. Some travel may be required for events or trade shows.

Physical Requirements

• General: Ability to sit for extended periods, with frequent typing and phone use.

Direct Reports

• None.

SCW is an Equal Opportunity Employer. We encourage diversity and are committed to creating an inclusive environment for all employees.

Disclaimer

This job description is intended to provide a general overview of the position and does not encompass all the tasks or responsibilities that may be required. Duties, responsibilities, and activities may change at any time with or without notice.

Compensation & Benefits:

Pay: $20.10-$22.50

Job Classification: Full-Time & Non-Exempt

Benefits:

Medical Health Insurance

Dental & Vision Insurance

Company Matching Programs (Choose 1 out 3 options)

• 401k with company match after 1 year of employment
• Debt repayment assistance program
• First time homeownership assistance program

Time Off

• 3 weeks (120 hours) of PTO per year
• 1 week (40 hours) of sick leave per year
• Flexible scheduling
• Paid parental leave & bereavement leave

Other Benefits

• Discounted Product Pricing for Employees
• Career Growth Opportunities
• Work-Life Balance
• Semi-Annual Operations Bonus

About Us:

We are a small, fast growing company based in Asheville, North Carolina, that specializes in security and surveillance hardware and software. We are a value-driven company committed to delivering high-quality products and a superior experience to our customers from all over the world.

Our working environment is team-centered, forward thinking, and collaborative. If you're positive, enjoy staying engaged, and want to be a part of a high performing/high-engagement company with an unrivaled company culture, then we want to hear from you!

Application Instructions:

To apply, submit a current resume and if you want to stand out, write a thoughtful cover letter outlining your relevant experience and explaining why you think you'd be a great fit for this position!

Job Type: Full-time

Pay: $20.10 - $22.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What interests you most about this position, and how would your skills and experiences make you great at it?

Work Location: Hybrid remote in Asheville, NC 28806

Salary : $20 - $23