Technical Support Representative

Job Summary

As a Technical Support Representative, you will support all products OpenEye offers, including Digital Video Recorders, Security Cameras, Network Switches and Routers, and their associated software. Your responsibilities include troubleshooting network communications, software/hardware issues, and assisting customers over the phone, email, and remote interfaces. You will demonstrate Heroic Customer Service and assist in creating knowledge base articles.

Role and Responsibilities

• Troubleshoot network communications including router issues, WAN link outage, and switch problems.
• Troubleshoot software/hardware, user processes, and mechanical operation.
• Support customers over the phone, email, and/or remote automation interfaces.
• Demonstrate Heroic Customer Service by providing friendly and professional service.
• Aid the department in creating knowledge base articles to increase customer self-support.
• Learn new technologies and take on more responsibilities as the organization grows.
• Other duties as assigned.

Requirements

• High School Diploma or a General Education Degree
• 2+ years related experience in customer service, troubleshooting, and repairing DVR and CCTV equipment
• Excellent verbal and written communication skills
• Problem-solver with flexibility and responsibility
• Team-based collaborative environment
• Enjoy interacting with people
• Work at our Liberty Lake, WA headquarters

Preferred Qualifications

• Knowledge of basic inter-networking operations and protocols
• Knowledge of Security Industry (Cameras, DVR’s, Sensors, Relays, etc.)
• Knowledge of electrical wiring, proper grounding, etc.
• Knowledge of Linux OS

Perks!

• Paid maternity and paternity leave
• Pet Insurance
• Free annual membership to Care.com
• Free access to the Headspace app for you and up to five friends and family members
• 15 Days of Paid Vacation accrued per year (increases after year 3)
• Employee Equipment Program – Free Alarm.com system for your home!

The Perks!

• The pay range for this position is $19.00 - $22.50 per hour. A $2.00 per hour shift differential will be offered for any hours worked between 6:00pm and 5:00am Pacific Time. This role is also eligible for an annual discretionary bonus.
• Employees are eligible to purchase company stock at a discounted rate
• Casual dress (Jeans are welcome!)
• Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.
• Up to $5,000 annual company match for 401k
• Company paid short-term/long-term disability, AD&D and life insurance
• Lifestyle Spending Account (LSA) to get reimbursed for your well-being needs
• Free annual membership to Care.com
• Free access to the Headspace app for you and up to five friends and family members.
• 15 Days of Paid Vacation accrued per year (increases after year 3)
• Paid Sick/Wellness time is accrued at a rate of 1 hour for every 35 hours worked, except where local laws are more generous
• Employee Equipment Program – Free Alarm.com system for your home!

Equal Opportunity Employer

We are an Equal Opportunity Employer and do not discriminate against candidates based on race, color, religion, gender, sexual orientation, national origin, age, veteran status, or disability.