Tech support specialist

Job Description

Job Description

Job Description :

Hanwha Vision America (HVA) is seeking a detail-oriented professional to bolster our Product Support Specialist Team. As a pivotal member of our Tire 3 Product Support Team, deliver advanced assistance to HVA’s customers by leveraging your comprehensive IP Security hardware and software expertise to tackle intricate product-related support inquiries.

Your duties include resolving installation, operational functions, troubleshooting, and maintenance issues as well as resolution documentation.

This advanced role is expected to provide mentorship to fellow agents on optimizing support methodologies, as well as contribute support articles to our knowledge base.

Responsibilities for Tier 3 Support Specialist :

• Identify root cause and resolve technical incidents with products and services provided by HVA.
• Take appropriate steps to resolve support cases per department Service Level Agreements (SLAs) using Zendesk Ticketing system
• Document customer information and recurring technical issues to support product quality programs and development.
• Documents support interactions, including details of inquiries, complaints, comments, and actions taken.
• Contribute to Hanwha Visions Knowledge Base with information about technical issues and new product assessments.
• Become an SME of an assigned product / product line

Skills and Work Experience :

• 3-4 years of experience working collaboratively and cohesively in a distributed team environment
• 3-4 years of experience in a customer-facing remote support role at a high-capacity helpdesk / call center environment
• 3-4 years of experience documenting resolutions in Zendesk or a similar ticketing systems
• Excellent attention to detail and multi-tasking ability
• Strong communication / interpersonal skills, both written and verbal
• Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy
• Excellent time management skills ability to organize and manage multiple priorities and meet deadlines

Technical Experience :

• 6 years experience in physical or remote support of
• IP Cameras
• Network Video Recorders
• Video Management Systems
• IP Audio Devices and Access Control
• A Current Network / CCNA and Linux Certification
• A Current VMS Certification (Genetec and Milestone Preferred)
• A Current AWS Cloud Practioner
• Understanding of, or Certification in, ITIL or Similar Service Management Framework

Last updated : 2024-07-11