Technical Support Agent

About the Technical Support Agent The Technical Support Agent is responsible for diagnosis, troubleshooting, escalating to the engineering team, and handling escalations from the tech support team.

The areas of technical support for our wireless and Power Over Ethernet camera systems span the typical connectivity troubleshooting, power management, and system updates to more complex issues such as advanced VPN, custom network configurations, and advanced support for our installer partners.

The technical support channels include phone calls, messaging platforms, and helping customers diagnose technical issues via Zoom or other video chat.

They cover the entire customer lifecycle from out-of-box requirements to initial installation to daily troubleshooting.

Responsibilities: Handling customer technical support cases through telephone, webchat and email submission Evaluating networking system and security systems through assessing compatibility of...