Technical Support Representative - job 1 of 3

As a Technical Support Representative at OpenEye, your main responsibilities will include providing phone and email support for our video security products, troubleshooting network and software issues, and assisting customers with their hardware and user process concerns. You will be pivotal in ensuring that our customers receive the friendly and professional assistance synonymous with OpenEye’s Heroic Customer Service®.

To qualify for the Technical Support Representative position at OpenEye, candidates should have a high school diploma or equivalent and 2-5 years of customer service experience, specifically in troubleshooting and repairing DVR and CCTV equipment. Strong communication skills and the ability to work collaboratively in a team are essential to thrive in our dynamic environment.

In the role of Technical Support Representative at OpenEye, you will support a variety of products, including Digital Video Recorders, Security Cameras, Network Switches, and Routers. You will also assist with software associated with these products, ensuring customers have the best experience possible with our video security solutions.

At OpenEye, we believe in nurturing talent! As a Technical Support Representative, you will have opportunities to learn new technologies and take on more responsibilities as the organization grows. Your growth within the company is encouraged, and we offer educational assistance programs to help you achieve your career goals.

OpenEye promotes a positive work environment by fostering a collaborative, fun, and creative culture. We value idea sharing and encourage our team members to express themselves freely. With casual dress codes and exciting employee benefits, we aim to create a workplace where everyone feels comfortable and motivated to excel.

When troubleshooting network-related issues, I first gather information from the customer regarding their specific problem. Then I assess the network setup, check for common issues such as connection problems with routers or WAN outages, and guide the customer step-by-step to resolve the issue efficiently.

During my previous role, I received a call from a frustrated customer who was experiencing technical difficulties with their security camera system. I kept calm, listened actively, and walked them through the troubleshooting steps. By the end of the call, we resolved the issue, and they expressed their gratitude for my patience and professionalism, which made my day!

To communicate effectively with customers, I emphasize clarity and empathy. I make sure to listen carefully to their concerns, use simple language to explain technical issues, and confirm their understanding throughout the conversation. This approach fosters trust and ensures that customers feel valued.

I have a proactive approach to learning new technologies. I dedicate time to online courses, webinars, and hands-on practice with the tools. In the dynamic tech landscape, I stay updated by following industry news, forums, and engaging with colleagues to share insights and knowledge.

If a customer is unhappy, I would first listen carefully to their concerns without interrupting. I would express understanding and empathy for their situation and assure them I will do everything possible to resolve their issue. By remaining calm and dedicated, my goal is to restore their confidence in our service.

I’m drawn to OpenEye's commitment to Heroic Customer Service and its innovative approach to video security. I am excited about the opportunity to help customers while working in a casual and creative environment that values teamwork and growth.

When creating knowledge base articles, I focus on clarity and usability. I gather feedback from my interactions with customers to identify common issues, document step-by-step solutions, and ensure that articles are easily searchable. My goal is to empower customers to solve problems independently.

In my previous role, I often handled technical troubleshooting for a variety of electronic products. I developed a systematic approach, starting with identifying the problem, conducting tests, and providing solutions. My experience has equipped me with problem-solving skills that I can bring to OpenEye.

I believe empathy is the most important trait for a Technical Support Representative. Understanding the customer’s frustration and ensuring they feel heard can greatly enhance their experience. Coupled with technical knowledge, empathy allows us to provide outstanding support.

I prioritize customer issues based on urgency and complexity. I assess the impact each problem may have on the customer and address critical issues first while keeping clients informed about wait times. This balanced approach ensures customers receive timely support.