Help Desk Technician I
3+ months (Temp to perm)
Tier I Tech Support Representative
At our company, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether its helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to our company's, and help us usher in a new era in public safety and security.
This Tier I Technical Support Representative would be supporting our Dash and Body Camera and Evidence Management Software Division.
The Representative is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.
They are also responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.
Additionally, they will communicate actively with other departments detailing specific customers issues.
Answer Inbound Technical Support Calls (about 30 to 40 calls/day)
Track and resolve issues
Interface with Tier 2 on customer issues and comments
Help Maintain online Knowledge Base
Provide Technical Assistance to Regional Sales Managers daily
Answer after hours calls from customers
CompTIA certifications preferred
1-2 years of demonstrated inbound Call Center experience
Minimum High School degree. Some college preferred
Previous technical support/engineering/trouble shooting experience