Support Technician

Zeus Fire and Security; Paoli (CO); On-site; USD 52,000 - 72,000; Full time

Job summary

Zeus Fire and Security in Paoli, CO is seeking a technical support specialist to assist customers and field technicians with IP/Video equipment issues. You will be the first point of contact, triage problems, and guide users through troubleshooting steps to resolution.

This role requires strong customer service, problem solving, and the ability to coordinate with internal teams. On-call support for UAS customers may be required, and you'll handle data entry and documentation of installs and

Qualifications

• Three years of technical support work experience or equivalent experience

Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Properly elevate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Provide on-call support for UAS customers as assigned.
• Responsible to complete paperwork, data entry, and unit configuration associated with video equipment installations and service calls in an accurate and timely manner.
• Ability to complete non-help desk/support projects as needed.
• All other duties as assigned.

Skills

Technical support

Customer service

Problem solving

Job description

Role Overview

This position is responsible to provide technical support to customers and technicians for all facets of IP/Video equipment.

Key Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Properly elevate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Provide on-call support for UAS customers as assigned.
• Responsible to complete paperwork, data entry, and unit configuration associated with video equipment installations and service calls in an accurate and timely manner.
• Ability to complete non-help desk/support projects as needed.
• All other duties as assigned.

Qualifications

• Three years of technical support work experience or equivalent experience

Work Requirements:

• Position requires extensive use of PC for brief and extended periods of time depending upon project.

EEOC Statement

UAS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.