Technical Support Specialist

4 weeks ago

Upper Saddle River, United States EarthCam Full time
Job DescriptionJob Description

Who We Are

EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management, leveraged through our intuitive Control Center 8 dashboard which integrates with leading project management software. EarthCam leads the industry with the highest resolution imagery available, to empower building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data. EarthCam's innovations include the world’s first outdoor gigapixel panorama camera system, and the first ever 5G construction camera. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.

We are seeking an analytical and inquisitive Technical Support Representative to join our growing team.

Responsibilities

· Respond to client, partner or service-provider inquiries using standard scripts, dialogues, or talking points

· Ensure the use of appropriate communication channels, including phone, chat or email

· Gather customer’s information and determine the priority of incoming requests

· Evaluate and analyze symptoms in a highly technical environment

· Guide callers to the correct digital assets, company products or services

· Review and screen e-tickets related to potential tech issues

· Follow up with clients in order to resolve issues

· Maintain a log of all interactions and support activities

· Train continually on software, hardware and support standards to ensure the highest level of technical support for clients

Requirements

Who YOU Are

· Able to work independently and see tasks through to completion

· Excellent oral and written communicator who can clearly articulate technical aspects

· Translator of technical terms and concepts for non-technical users

· You work well under pressure in a fast paced environment

· Able to handle complex projects with many moving parts adhering to project deadlines

· Unfazed by quickly changing work prioritization

· Team player with focus on producing high-quality work with industry-leading results.

· Diligent, detail oriented and organized

Qualifications

· One year of technical client support experience

· College degree or technical school certification

· Knowledge/experience in OS and communication functionality (Linux, Unix, networking)

· Ability to work on-site 5 days per week, full time

· Technical experience working with camera-based systems such as AXIS/Milestone/Genetec a plus

Benefits

What We Offer

The EarthCam package includes excellent salaries, bonuses, benefits, and constant opportunities for development – designed to create an entrepreneurial, invigorating and satisfying environment. Our benefits include:

· Health insurance (Single coverage 100% paid for by company)

· Dental and vision insurance

· 401K Plan (with aggressive company matching)

· Paid time off, plus paid holidays

· Regular free breakfasts, lunches and snacks

· Bicycles to ride around campus

· Team BBQs and annual company Olympics

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