TECH SUPPORT INTRUSION - L1

Position Summary

Ensure solution driven technical support by using troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.

General Job Responsibilities

• Working with customers/employees to identify problems and advising on the solution over the phone, emails, and chat.
• Logging and keeping records of customer/employee queries.
• Updating self-help documents so customers/employees can try to fix problems themselves.
• Customer Request, failure or complaint Log in (via all communication channel).
• In case of escalation create & forward ticket to level 2
• Give answers to known post/presales technical issues.
• Create knowledge base article & forward to level 2 for approval.
• Process online Chat.
• Process remote Support.
• Escalate serious complaints according to the established complaint process.
• Solve or forward configuration and application questions.
• Collect log files & configuration files & data bases.
• Forward non post sales Tech Support issue to related department.
• Active contribution for product improvement
• Perform other functions related to the position.
• Minimum High school diploma or studies in electromechanics, electrical, or electronic engineering.
• Technical background
• Customer service & electromechanics skills
• Advanced Operating Systems & Data Base knowledge in Windows - or similar experience
• Network knowledge is a plus.
• Cisco modules knowledge is a plus.
• Intrusion alarm systems knowledge is a plus.
• At least 1 year of experience in Technical Support Centers.
• Experience in technical support by telephone, chat, and email.
• Experience in a critical real-time environment.
• Experience in network fundamental knowledge IP products.
• Assertive communication and empathy. Excellent oral and written communication skills.
• Multi-tasking.
• Ability to work collaboratively in a team environment.
• English level: C1

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