Technical Support Representative

Alarm.com; Coeur d'Alene (ID); On-site; USD 26,174 - 28,929; Full time

Benefits offered by this job

Medical, dental, vision & prescription benefits

401k company match

Paid maternity and paternity leave

15 Days of Paid Vacation

Employee Equipment Program

Collaborative and creative culture

Casual dress code

Educational Assistance Program

Discounted company stock purchase

Paid Sick/Wellness time

Job summary

An established industry player is seeking a Technical Support Representative to join their dynamic team. In this role, you will support a range of video security products, providing exceptional customer service and troubleshooting expertise. You'll engage with customers through phone and email, resolving issues related to hardware, software, and network communications. This position offers a collaborative and creative work environment where your contributions will be valued. With opportunities for growth and learning new technologies, this is an exciting chance to advance your career in a thriving company that prioritizes employee well-being and development.

Qualifications

• 2+ years experience in customer service and troubleshooting DVR/CCTV equipment.
• Excellent verbal and written communication skills required.

Responsibilities

• Troubleshoot network communications and hardware/software issues.
• Provide friendly and professional customer support via phone and email.

Skills

Customer Service

Troubleshooting

Communication Skills

Problem-Solving

Team Collaboration

Education

High School Diploma or GED

Tools

Digital Video Recorders (DVR)

Security Cameras

Network Switches

Routers

Linux OS

Job description

This is an onsite position in our Liberty Lake, WA headquarters.

Who We Are

OpenEye, the cloud video platform company, provides solutions for video security, business intelligence and loss prevention. For over 20 years, OpenEye has been committed to developing an easy-to-use, comprehensive video management system backed by Heroic Customer Service and support. Our on-site and cloud-based products can be found protecting schools, hospitals, banks, retail stores, and other facilities around the world. OpenEye’s solutions are available globally through a trusted network of certified service providers.

OpenEye is proud to be one of the 2023 Best Places to Work in the Inland Northwest. Ready to join a casual, fun and creative culture? Join our team!

Job Summary

As a Technical Support Representative, you will be responsible for supporting all products OpenEye offers as well as secondary software and products necessary for use. You will provide phone and email support to our customers for a variety of our video security products. Supported products include Digital Video Recorders, Security Cameras, Network Switches and Routers along with the software associated with them. In the role of Technical Support Representative, you will analyze and resolve customer hardware, software, and network problems in a timely and accurate manner. With a career at OpenEye, you will learn new technologies and have the opportunity to grow within the organization.

Role and Responsibilities

• Troubleshoot network communications including router issues, WAN link outage, and switch problems.
• Troubleshoot software/hardware, user processes and mechanical operation.
• Support customers over the phone, email, and/or remote automation interfaces.
• Demonstrate OpenEye’s core value of Heroic Customer Service by providing friendly and professional service.
• Assist the department with creating knowledge base articles to increase customer self-support.
• Learn new technologies and take on more responsibilities as the organization grows.
• Other duties as assigned.

Requirements

• High School Diploma or a General Education Degree
• 2+ years related experience in customer service, troubleshooting and repairing DVR and CCTV equipment
• Excellent verbal and written communication skills
• Must be a problem-solver who is flexible and responsible
• Must be able to work in a team-based collaborative environment
• Enjoy interacting with people
• Work at our Liberty Lake, WA headquarters

Preferred Qualifications

• Knowledge of basic inter-networking operations and protocols, with a demonstrated ability to assist with networking projects.
• Knowledge of Security Industry (Cameras, DVR’s, Sensors, Relays, etc.)
• Knowledge of electrical wiring, proper grounding, etc.
• Knowledge of Linux OS

The Perks at OpenEye

• The pay range for this opportunity is $19.00 - $21.00 per hour. In addition, this position is eligible for an annual discretionary bonus.
• Employees are eligible to purchase company stock at a discounted rate.
• Collaborative, fun, creative culture where idea sharing is encouraged.
• Casual dress, jeans are welcome.
• Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.
• Up to $5,000 annual company match for 401k.
• Company paid short-term/long-term disability, AD&D and life insurance.
• Paid maternity and paternity leave.
• 15 Days of Paid Vacation accrued per year (increases after year 3).
• Paid Sick/Wellness time is accrued at a rate of 1 hour for every 35 hours worked, except where local laws are more generous.
• 9 Paid Holidays per year.
• Educational Assistance Program covering non-degree support, undergraduate and graduate degrees.
• Employee Equipment Program – Free Alarm.com system for your home!

OpenEye is an Equal Opportunity Employer.