Smarter Security has a phenomenal opportunity for a Technical Support Specialist. This position will work as part of our customer success team in providing both pre- and post-sales support to our customers and end-users across our growing North America install base. The general purpose of this position is to assist customer-integrators in troubleshooting issues via telephone, through online ticket support, or by visiting the job site. The ideal candidate will have excellent oral and written communication skills. The position requires a pleasant demeanor when working in an environment that can bring frequent interruptions, periodic flurries and lulls in activity, and interaction with people who may be unfamiliar with our products. This position is in Austin, TX.
Provide in-depth technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis, and resolution of complex technical issues; Areas will include factors relating to configuration, installation, environmental and application functionality, as well as other potential causes:
- Providing remote customer support for the company’s products.
- Creating repair/replacement cases for projects in and out of warranty.
- Diagnostic, testing, and repair of parts returned for replacement.
- Assembling and programming products in-house for customer use.
- Assisting in warehouse management and logistics of our standard product stocking programs.
- Sites Certification of product installation: ensuring correct product configuration; customer training; and troubleshooting.
- Perform other duties as assigned.
Experience & Education
Vocational/Technical/Business School certification
2+ Years of technical support experience
Strong organizational skills
Highly proficient with all Microsoft Office
Strong communication skills, both verbal and written
Active security clearance or ability to obtain one
Salary – based on experience
Semi-Annual Bonus Plan
401K, up to 4% Company Match
Company Subsidized Medical
Company Paid Dental
Company Paid Vision
Company Paid Long and Short-Term Disability