Technical Support Technician

On-site in Cerritos, California, the Technical Support Technician serves as the first point of contact for installers and select end users, delivering hardware and software troubleshooting for security and surveillance products through inbound calls, chats, and emails.

Responsibilities

• Provide clear, tailored technical guidance to meet customer needs.
• Troubleshoot hardware and software issues for surveillance and security products.
• Manage inbound calls, chats, and emails to resolve technical problems efficiently.
• Apply systematic troubleshooting methods to diagnose and resolve issues.
• Identify gaps in the Knowledge Base and recommend new content to improve self service.
• Escalate complex problems or missing product documentation to supervisors.
• Keep detailed case records within the internal ticketing system.
• Explain service contract provisions during customer engagements.
• Support and mentor less experienced team members when needed.

Requirements

• High School Diploma or GED is required.
• Preferred experience in CCTV surveillance, including IP-based NVRs and analog DVR systems.
• Strong networking and computer repair knowledge is a significant plus.
• Tech-savvy with a commitment to staying current with evolving hardware and software technologies.
• Excellent problem solving abilities using logical reasoning.
• High attention to detail with thorough documentation of each case.
• Strong multitasking skills to handle calls, emails, chats, and tickets efficiently.
• Trainable, adaptable, and eager to learn.
• Dependable and responsible with a focus on reliability.
• Capable of performing well under stress in a high-volume call center environment.

Benefits

• Dental insurance
• Health insurance
• Vision insurance
• 401(k)
• Flexible spending account
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan

Additional Information

• Certifications and background will be verified.
• Candidates will be required to take a networking and technical test during the in-person interview.
• This is an inbound call center position with primary responsibilities over the phone.
• Work hours are Monday through Friday, 8:00 AM to 5:00 PM PST or 8:30 AM to 5:30 PM EST, depending on office location.

Schedule

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends
• Weekdays

Compensation

Hourly pay: USD 18 - 20 per hour