Technical Support Specialist

2 weeks ago


Upper Saddle River, New Jersey, United States EarthCam Full time
Job Title: Technical Support Specialist

We are seeking a highly skilled and analytical Technical Support Specialist to join our team at EarthCam. As a key member of our support team, you will be responsible for providing exceptional technical support to our clients, ensuring their issues are resolved efficiently and effectively.

Responsibilities:
  • Respond to client inquiries using standard scripts, dialogues, or talking points
  • Ensure the use of appropriate communication channels, including phone, chat, or email
  • Gather customer 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 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:
  • 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
  • Ability to 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 a 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:
  • 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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