Technical Support Representative

TL;DR

Technical Support Representative (Customer Support): Providing phone and email support for video security products including DVRs, cameras, and network devices with an accent on troubleshooting hardware, software, and network issues. Focus on delivering professional customer service and resolving technical problems efficiently in an onsite environment.

Location: Onsite at Liberty Lake, Washington, USA

Salary: $19.00 - $22.50 per hour plus $2.00 per hour shift differential for night hours

Company

OpenEye, a subsidiary of hirify.global, provides cloud video platform solutions for video security, business intelligence, and loss prevention globally.

What you will do

• Troubleshoot network communications including routers, WAN links, and switches.
• Diagnose and resolve software, hardware, and mechanical operation issues.
• Provide customer support via phone, email, and remote interfaces.
• Create knowledge base articles to enhance customer self-support.
• Learn new technologies and take on additional responsibilities as the organization grows.
• Deliver friendly and professional service reflecting company values.

Requirements

• Work onsite at Liberty Lake, WA headquarters.
• High School Diploma or GED.
• 2+ years experience in customer service and troubleshooting DVR and CCTV equipment.
• Excellent verbal and written communication skills.
• Problem-solving skills and ability to work collaboratively in a team.

Nice to have

• Knowledge of basic networking operations and protocols.
• Familiarity with security industry hardware (cameras, DVRs, sensors).
• Understanding of electrical wiring and grounding.
• Experience with Linux OS.

Culture & Benefits

• Competitive hourly pay with shift differential and annual discretionary bonus.
• Medical, dental, vision, and prescription benefits starting day one.
• 401k plan with up to $5,000 annual company match.
• Paid maternity and paternity leave.
• Employee stock purchase plan at a discount.
• Casual dress code and collaborative work environment.
• Additional perks including pet insurance, wellness app access, and educational assistance.