Technical Support Representative

Alarm Com; Liberty Lake (WA); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

Annual discretionary bonus

Stock purchase plan

Casual dress

Health, dental, vision & prescription

401k with match

Disability and life insurance

LSA for well-being

Paid parental leave

Pet Insurance

Care.com membership

Headspace access

Vacation and sick leave

Educational assistance

Home security system for employees

Job summary

OpenEye, a cloud video platform company and subsidiary of Alarm.com, is hiring a Technical Support Representative in Liberty Lake, WA. You will support DVRs, cameras, switches, and related software, resolving hardware, software, and network issues for customers.

Responsibilities include phone/email support, troubleshooting, and contributing to knowledge bases while growing with the team and learning new technologies.

Qualifications

• High School Diploma or GED.
• 2+ years in customer service and troubleshooting DVR/CCTV equipment.
• Excellent verbal and written communication.
• Must be able to work in a team-based collaborative environment.

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 Heroic Customer Service with friendly and professional service.
• Create knowledge base articles to increase customer self-support.
• Learn new technologies and take on more responsibilities as the organization grows.
• Other duties as assigned.

Skills

Customer service

Troubleshooting

Phone email support

Team collaboration

Education

High School Diploma or GED

Tools

Linux OS

Networking basics

Job description

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 a subsidiary of Alarm.com. Learn more at www.openeye.net.

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

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

The Perks!

• The pay range for this position is $19.00 - $22.50 per hour. A $2.00 per hour shift differential will be offered for any hours worked between 6:00pm and 5:00am Pacific Time. This role is also 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


• Lifestyle Spending Account (LSA) to get reimbursed for your well-being needs


• Paid maternity and paternity leave


• Pet Insurance


• Free annual membership to Care.com


• Free access to the Headspace app for you and up to five friends and family members.


• 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


• 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

In connection with your application, we collect information that identifies, reasonably relates to or describes you ("Personal Information"). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.

Notice To Third Party Agencies

Alarm.com understands the value of professional recruiting services. However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to [e-mail].

JR106136

The base salary range of this opportunity is listed below and is determined within a range based on factors including qualifications, location and experience. This allows opportunity for growth and development within the role. The base salary offered is part of a total compensation package.

Base Salary Range

$19—$22.50 USD