Job description

About us

Premium Security Solutions, LLC is a Value-Added B2B Wholesaler of Video Surveillance equipment.

Job Summary

The Technical Support Specialist for Premium Security Solutions will be the subject matter expert for video surveillance. They will have the responsibility to work closely with our integrators and field technicians for problem solving, product training, sales support, and field support. The ideal candidate will be well organized, dynamic, customer-focused, proactive, strong team player, excellent multi-tasking and problem-solving skills.

Duties & Responsibilities

• Provide technical support and resolutions on Hardware and Software related issue through phone or email.
• Managing open support cases within the organization and finding a solution or workaround to maintain customer satisfaction.
• Capture and document all aspects of the customer interaction into CRM database.
• Cooperate with the sales team to analyze the practical needs of customers, and to produce a complete project plan and also seek possible solutions.
• Develop knowledge base content for technical team and customers.
• Perform product inspection, test and troubleshoot returned products.

Competencies

• Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Oral Communication-Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication-Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Ethics-Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Quality-Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Interpersonal Skills-Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Required Education and Experience

• Experience in IT Help Desk/Security/Video Surveillance industry or related industry is required.
• Proficient in Microsoft Office and ticketing system.
• Knowledge of wired and wireless networking including access points, managed switches, and enterprise-grade routers.
• Must be self-motivated with a strong sense of urgency.
• Detail orientated with a focus on customer service

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• La Puente, CA 91746: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

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