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 associated software. You will provide phone and email support to customers for various video security products. Responsibilities include troubleshooting network communications, software/hardware issues, and assisting with 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 OpenEye’s core value of 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!

• 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.
• 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
• 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)
• 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!

About the Role

OpenEye, the cloud video platform company, provides solutions for video security, business intelligence, and loss prevention. Founded in 1999, OpenEye has a global presence, serving clients worldwide through a network of certified service providers. OpenEye is a subsidiary of Alarm.com. Learn more at www.openeye.net.