Tech Customer Service Representative

What You Will Do
 

As a Tech Customer Service Representative, you will be working with corporate accounts for Physical Security Systems, specifically focusing on Access Control and CCTV systems. Your role will involve providing technical support, troubleshooting, and ensuring the effective functioning of security systems like CCURE, Genetec, Lenel S2, and ExacqVision.

How You Will Do It

• Work with security software and hardware platforms like:
  • CCURE
  • Genetec
  • Lenel S2
  • Solarwinds
  • ExacqVision
  • Networking Tools
  • MS Office Tools
• Execute and validate existing technical documentation.
• Troubleshoot and configure IP CCTV cameras (AXIS Make VMS platform).
• Configure and harden Axis Cameras for stream, storage, schedule, and rules both on camera and Genetec platforms.
• Program, test, and commission physical security systems including Access Control, Video Surveillance, and Intrusion Detection Systems.

What We Look For

• Educational Qualification: Bachelor of Engineering in Electrical, Electronics, E&TC, or related fields.
• Fluency in English.
• Certification in Genetec or hands-on commissioning & programming in Genetec.
• Hands-on experience in the configuration of IP CCTV cameras and familiarity with AXIS hardware.
• 3-8 years of global customer-facing experience.
• Ability to multitask, manage shifting priorities, and meet deadlines.
• Excellent communication and problem-solving skills.

Key Responsibilities

• Provide excellent customer support and act as a key interface for ensuring project execution within schedule and budget.
• Collaborate with clients and security integrators to resolve hardware issues and complete validation and testing.
• Support team initiatives to upgrade security hardware/software infrastructure and process improvements.
• Conduct periodic audits on security systems/devices to ensure functionality and performance.
• Coordinate with internal and external teams to resolve customer issues and ensure smooth system functionality.

Preferred

• Experience with Genetec software platforms.
• 2-6 years of experience in supporting IT infrastructure, specifically Enterprise Access Control (GENETEC), Visitor Management, and Incident Management systems.
• Strong understanding of security hardware like door controllers, readers, locking hardware, dual-factor authentication, cameras, video recording hardware, intrusion detection, and duress hardware.
• Basic networking and Windows OS knowledge.

Soft Skills

• Strong communication and interpersonal skills.
• Ability to handle customer queries with patience and professionalism.
• Must be a good team player.
• Willingness to work in a 24x7 environment.