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Technical Services Representative
3 weeks ago
At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day If this is how you like to work, we’d like to invite you to join our team as a Technical Services Representative
We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members.
Location: Gainesville, VA
Summary:
Under general supervision and aided by internal and manufacturer knowledge bases a broad understanding of all security industry technology hardware and software to include but no limited to access, burg, fire, and video. The Technical Services Rep. will provide timely and accurate support via phone, email, or workflow applications to both internal and external personnel. Identify and provide solutions/tips to resolve common/known technology issues, document items for record, and provide next steps for support resolution. Train end users in proper use of their systems as needed.
What You'll Do:
- Technical Support:
- Review, process, and provide basic technical support for all inbound requests.
- Create WOs based on technician need and outlined customer procedures.
- Utilize established company guidelines and procedures, provide basic technical support for the installation and maintenance of equipment and setup of customer configurations.
- Validate issues reported via vendor applications. May include providing basic user support/training to customers.
- Research Requests:
- Resolve support and research requests generated by internal teams or hardware monitoring within 24 hours of receipt.
- Dynamics utilizing established company guidelines and procedures, vendor software, and knowledge bases. May include connecting to equipment remotely and/or contacting customer site personnel to triage or validate requests.
- Update and Maintain Department Resources:
- Assist with the gathering and upkeep of department resources such as customer equipment profiles, configuration databases, knowledge articles, and remote connection utilities,
- Gather information and document based on support being performed.
- Communication and Resolution:
- Initiate next steps to complete requests to resolution.
- Properly escalate unresolved issues to appropriate internal teams.
- Utilize established customer procedures and deductive reasoning skills.
- Identify and submit necessary requests for next steps to resolve or forward to the appropriate team for additional troubleshooting. This includes gathering necessary information for customer approvals, equipment repairs, and product returns.
What You'll Need:
- High School Degree or Equivalent.
- >1 year of Helpdesk Experience:
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