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Technical Support Agent

Company: Wireless CCTV
Location: Richardson
Posted on: November 22, 2021

Job Description:

Wireless CCTV (WCCTV) is based in Richardson, Texas, having originally been founded in the UK and is the market leader for rapid deployment, mobile surveillance systems specifically designed to deliver video securely and efficiently via 4G LTE networks. Earlier this year, the Private Equity Firm LDC, made a substantial investment into WCCTV. This investment will allow us to rapidly scale and grow in the United States and continue our services as a market leader. In addition to this investment, In addition to this investment, WCCTV has been named as the overall winner of the 10 Ones to Watch in The Sunday Times BDO Profit Track 100 in the UK. Published annually, the Sunday Times BDO Profit Track 100 recognises Britain's private companies with the fastest- growing profits. The Company's range of video surveillance solutions includes:

  • Rapid deployment pole cameras
  • Mobile surveillance trailers
  • Body cameras
  • Time lapse video services The Company prides itself on developing innovative, customer-focused products and providing world-class customer support services.Job Requirements:The Opportunity
    • Responsible for providing first line support to WCCTV Customers.
    • Responsible for ensuring the effective communication & documentation within the Technical Support Team
    • The successful candidate can expect to receive comprehensive training, coaching and support.
    • You will enjoy a 'hands on' role which requires you to multi-task between a variety of duties.
    • WCCTV is committed to the success of its employees and demonstrates this through our development of people.
    • Full time position Monday to Friday 8.30am - 5.30pm You: the successful candidate:
      • Good time management/prioritization skills
      • Must have excellent communication skills
      • High School Diploma holder
      • MS Office and diagnostic software (e.g. PC-based)
      • Qualification in electronics or relevant area would be desirable but not essential
      • Current state issued drivers license
      • Candidate must already have a work authorization that would permit them to work in the US. Benefits
        • Permanent position, full time Monday to Friday 8.30am - 5.30pm
        • Competitive salary
        • 10 days holiday (increases with length of service) + 6 public holidays
        • Contribution from company towards pension plan and medical, dental and vision cover MAIN RESPONSIBILITIES: 1. Technical Support Administration
          • To take incoming calls and emails to provide customers with remote technical support on a same day basis whilst logging tickets onto the WCCTV Support log and following up on tickets that cannot be immediately resolved.
            • To assist with troubleshooting WCCTV Equipment faults, ensuring customers are communicated to throughout the query progress/resolution.
              • Analytics and Monitoring
                • Provide assistance to the WCCTV Service team to resolve issues identified through the Heartbeat system (Diagnostic system) to offer pro-active troubleshooting and support to customers.
                  • Recognizing trends with regards to repeat faults and reporting these to the business.
                  • Administration of the returns process, including communication of progress to the customer.
                    • To assist with day-to-day Technical Support administration.
                      • To provide Commissioning documentation to clients following an install.
                        • To provide the Sales and Operations team with ongoing support and advice, to ensure all customer expectations are met.
                          • To complete downloads for WCCTV Managed Service Accounts.
                            • Provide remote and on-site training to customers whilst promoting any further sales opportunities that arise within the training sessions.
                              • Investigate usage levels and provide information to the sales team
                                • Assisting with the Operations Support team workload when required.
                                  • Provide occasional weekend and Holiday support on a rota basis. WCCTV is an equal opportunities employer and encourages applications from a broad range of backgrounds.

Keywords: Wireless CCTV, Richardson , Technical Support Agent, Sales , Richardson, Texas

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