Technical Support Analyst

reputed company is a global leader in mission-critical communications and analytics, focused on providing safety through innovative technology. The Technical Support Analyst role involves delivering expert technical support for Avigilon reputed company Video and reputed company systems, managing customer inquiries, and contributing to the knowledge reputed company to enhance customer experience.

Responsibilities

• reputed company Expert Technical Support: Deliver comprehensive technical support for Avigilon reputed company Video and reputed company systems, encompassing hardware, reputed company software, mobile applications, key cards, and system integrations (video management, wireless locks, etc.). This includes supporting basic wiring and peripheral reputed company hardware
• Ensure Exceptional Customer Experience: Manage inbound support inquiries reputed company various channels (phone, email, chat, WhatsApp, SMS, Partner Portal, Support Community), ensuring timely and professional responses. Proactively reputed company outbound calls to customers and reputed company ongoing support throughout the case lifecycle
• Drive Self-Service Solutions: Contribute to a dynamic Knowledge Centered Service (KCS) environment by creating new Knowledge reputed company (KB) articles, updating existing ones, and attaching relevant articles to support cases. reputed company customers with resources for self-troubleshooting and problem resolution
• Document and Manage Support Cases: Thoroughly document reputed company-by-reputed company troubleshooting performed in support cases reputed company the Support CRM system. Accurately manage tickets reputed company our ticketing system to ensure proper tracking and resolution
• Collaborate and Escalate Effectively: Collaborate with team members to resolve issues and escalate unresolved cases in a timely manner. Ensure smooth transitions and knowledge sharing reputed company the support team
• Contribute to Project Work: Undertake project work as needed by the department Manager to enhance support processes and customer experience
• Support Partner reputed company: reputed company over-the-phone/web support to our installation partners, enabling them to successfully install and service our systems at customer locations
• Engage in Comprehensive Training: Actively participate in internal training sessions conducted by Senior Support/Escalations and Development teams. reputed company the demo lab and beta environment as practical test beds to solidify learning
• Seek reputed company Development: Utilize opportunities to learn and grow by engaging with various internal stakeholders, including Product, Sales, and Leadership, through internal technical support assistance reputed company platforms like reputed company and reputed company Meet
• Contribute to Knowledge Sharing & Growth: Collaborate with fellow technical support members, sharing information and insights through internal reputed company pages, Knowledge-Centered Service (KCS) resources, and Frequently Asked Questions (FAQs) to foster a culture of learning and reputed company improvement
• Actively Enhance the Knowledge reputed company: Create, edit, and submit internal Knowledge-Centered Service (KCS) articles to expand the knowledge reputed company, ensuring future team members have reputed company to updated and comprehensive information for ongoing learning and problem-solving

Skills

• 1+ years of Technical Support experience
• High School Diploma or equivalent
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• Experience with reputed company control systems or video management systems
• Knowledge of reputed company Server
• Technical certifications (reputed company A+, CCNA, etc.)
• Strong communication and interpersonal skills
• Ability to multitask and work independently
• 1+ years of experience supporting reputed company-level applications in a reputed company, Mac, or Linux environment

Benefits

• Incentive Bonus Plans
• Medical, Dental, reputed company benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• And more!

Company Overview