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Technical Support Representative (Entry Level)

Vivotek USA Inc

Technical Support Representative (Entry Level)

San Jose, CA
Full Time
Paid
  • Responsibilities

    OVERVIEW

     


         

    VIVOTEK Inc. was founded in February 2000. The Company markets VIVOTEK solutions worldwide and has become a leading brand in global security surveillance. To fulfill its global strategic footprint, VIVOTEK is committed to building an ecosystem for the IP surveillance industry and looks forward to long term collaboration and growth with all partners in our shared pursuit of a safe and secure society.

    Work in a fast-paced call center environment to resolve incoming technical calls from customers regarding our products. You will listen and analyze the issue, then offer trouble shooting tips and try to resolve the technical issues. This is a customer focused position.

    TECHNICAL SUPPORT DUTIES AND RESPONSIBILITIES: 

    • Walk customers through the process of installing Vivotek products on their machines (PC’s, Mac’s, and smart devices).
    • Help customers troubleshoot issues they encounter while using Vivotek products and provide actionable tips to resolve the problem.
    • Send technical documentation to customers who have lost or misplaced theirs
    • Refer difficult cases to a senior analyst support tech or HQ.
    • Assume remote control over customers’ computers when necessary to resolve problems

    TECHNICAL SUPPORT QUALIFICATIONS:

    • Excellent communication skills, both oral and written.
    • Minimum 1-year experience in information technology or technical support required
    • Familiarity with Windows and Apple operating systems
    • Working knowledge of security software and functionality preferred.
    • CCNA and/or Network Certification a plus

    SKILLS AND QUALIFICATIONS:

    • Problem Solving
    • LAN Knowledge
    • Help Desk Experience
    • Verbal Communication
    • Operating Systems
    • Phone Skills
    • Quality Focus
    • PC Proficiency
    • System Administration 
    • High school degree or better; or equivalent