Technical Support Agent
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Job Description
Technical Support Agent handling customer tech support for Genfinity's wireless and Power Over Ethernet camera systems. Responsible for troubleshooting, system updates, and customer advocacy.
Responsibilities:
- Handling customer technical support cases through telephone, webchat and email submission
- Evaluating networking system and security systems through assessing compatibility of hardware with existing programs
- Troubleshooting networks, switches, routers, and network performance issues
- Maintain client confidence by keeping their information confidential
- Update CRM tickets and manage escalations to the engineering team
- Account maintenance of Deep Sentinel Customers including scheduled health checks and developing relationships with key clients
- Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel
Requirements:
- 3+ years of tech support experience
- Experience with remote troubleshooting
- Experience with HubSpot or similar CRM
- Help desk/Technical: 3 years
- 1 year experience with Power Over Ethernet (POE)
- Preferred: 3+ years of experience with advanced networking concepts: IPv4, IPv6, WiFi 2.4ghz and 5GHz, VPN, POE
- Experience with Linux-based operating systems
Benefits:
- Health insurance
- Paid time off
- Remote work options
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