Technical Support Agent
Position Summary
The Technical Support Agent provides frontline support for customers, technicians, subcontractors, and internal stakeholders regarding the performance, maintenance, and service of Cennox Retail Safe Products. Responsibilities include troubleshooting, technical support, part ordering assistance, documentation, training support, anomaly tracking, and vendor evaluation. This role requires creativity and critical thinking to resolve complex technical issues.
Key Responsibilities
- Deliver daily phone support across multiple queues
- Monitor and respond to email inquiries in departmental support folders
- Document all customer interactions and updates in service tickets
- Assist with parts orders related to technical support cases
- Support installation and configuration of company products
- Provide technical documentation to internal and external stakeholders
- Respond to after-hours voicemails on the technical support line
- Conduct deep-dive investigations into customer-reported issues
- Stay current on product knowledge and service practices
- Analyze product failures and provide technical insights for escalation
- Perform additional duties as assigned
Qualifications:
Technical Skills - Proficient with Linux command line
- Experience with MySQL or other relational databases
- Familiarity with Microsoft Office Suite (Word, Outlook, Excel, PowerPoint)
- A+ or Network+ certification preferred
- Ability to learn proprietary software and internal databases
Soft Skills - Strong written and verbal communication
- Excellent organizational and multitasking abilities
- High attention to detail and problem-solving skills
- Customer-focused mindset
- Capable of working independently with minimal supervision
- Willingness to work weekends and participate in holiday rotation
Education & Experience
- 2+ years of technical support or hardware/software experience preferred
- 2+ years of customer service experience preferred
- High school diploma or equivalent required
Physical Requirements - Corrected vision to 20/20
- Manual dexterity for computer use
- Ability to sit for extended periods
- Occasional travel for training or project support may be required
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