Technical Support Call Center Representative

CCTV TECHNICAL SUPPORT
CALL CENTER REPRESENTATIVE COMPANY OVERVIEW

Company is located in Carrollton, Texas, and specializes in closed circuit television (CCTV), providing OEM equipment to various security companies. 

 JOB SUMMARY: 

The Call Center Representative is part of a team that receives inbound calls from customers on a technical support line.  Candidate will be required to assists our customers with hardware, operating system, software and system configuration problems. DUTIES/RESPONSIBILITIES

Essential Functions:

Ø Provide networking, hardware and software support over the phone to customers and company sales representative. 

Ø Issue Service Return Authorizations (SRA) to customers needing to send product in for warranty and non-warranty repair.

Ø Issue Return Material Authorizations (RMA) to customers requesting credit on a product purchased within the Return Policy guideline.

Ø Log calls into Global Support Software (GSS) database.

Ø Provide technical support that includes but is not limited to:
(a) Knowledge of each customer’s product line; the various functions and features of the equipment; and the compatibility of the customers products with other equipment.
(b) Basic system connections and setup
(c) Strong knowledge of routers and PC’s, their connections and setup configurations.
(d) Basic and mid-level troubleshooting

Other Duties:

Ø Recommend products based on customers application.  Assist in system configurations.

Ø Provide non-technical information to customers regarding
(a) Part number references
(b) Information on specs, manuals, and other reference materials include websites

Ø Periodic training on new products to increase awareness and proficiency to better assist customers

Ø Re-training on existing products to maintain knowledge and familiarityQUALIFICATIONS (Education and/or Experience):

This position requires an associate degree or certification from an accredited college, university, or tech school or better.  Two years experience in a technical support environment with direct customer contact required.  Good communication skills a must.  Possess strong computer and networking knowledge. Knowledge of CCTV products and their applications a plus. SKILLS REQUIRED:

Must possess desire to assist customers with a variety of product and service-related issues in a fast-paced, independent, telephone based service environment with an emphasis on quality.  Ability to interface in an effective and professional manner with customers and to demonstrate a high level of patience with the customer. Necessary to maintain favorable customer relations by handling requests in a tactful and professional manner reflecting positively on the company.  Time management skills needed to satisfy the needs of the customer while controlling the length of the call.