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Technical Support Specialist

Apollo Video Technology is a leading manufacturer of video surveillance and fleet management solutions for public transit, rail, school transportation, law enforcement, military, commercial transportation, fire and EMS applications. We are continuing to build our Customer Support team by adding a Technical Support Specialist.

The Technical Support Specialist will provide support to customers in response to inquiries and questions pertaining to Apollo Video Technology products and services utilizing both verbal and written communication.

Responsibilities:

  • Provide excellent customer service both through email and phone communication
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating, analyzing and diagnosing the symptoms
  • Provide customers solutions for defined issues or research undefined issues and provide timely follow-up offering alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Identify and escalate priority issues
  • Maintain CRM by documenting all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
  • Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies
  • Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The qualifications listed below are representative of the knowledge, skill, and/or ability required. 

  • Being able to prioritize and enable the customer feel second to none while developing and sustaining productive customer relationships.
  • Excellent communication skills – listening, speaking and writing
  • The ability to not only follow processes but also make recommendations around process improvement
  • Excellent time management skills
  • Troubleshooting skills – software, hardware and networks
  • Experienced with VPN and remote customer support
  • Extensive working knowledge of IT networks inclusive of wireless systems
  • Extensive familiarity with Windows operating systems and software
  • Work autonomously and have the ability to make decisions without supervision
  • Ability to travel up to 15% of the time if needed
  • Ability to work interdepartmentally 
  • Continually evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
  • Exemplary Attendance and Punctuality
  • The ability to identify and understand issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
  • Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Education/Experience: 

  • Bachelor's degree (B.A.) or equivalent from four year college strongly preferred
  • 3+ years of providing voice based Technical Support

Apollo Video Technology is an equal opportunity employer

 

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