Technical Support Representative

As a Technical Support Representative, you will be responsible for supporting all products OpenEye offers as well as secondary software and products necessary for use. You will provide phone and email support to our customers for a variety of our video security products. Supported products include Digital Video Recorders, Security Cameras, Network Switches and Routers along with the software associated with them. In the role of Technical Support Representative, you will analyze and resolve customer hardware, software, and network problems in a timely and accurate manner. With a career at OpenEye, you will learn new technologies and have the opportunity to grow within the organization.

Responsibilities

Troubleshoot network communications including router issues, WAN link outage, and switch problems; Troubleshoot software/hardware, user processes and mechanical operation; Support customers over the phone, email, and/or remote automation interfaces; Demonstrate OpenEye’s core value of Heroic Customer Service by providing friendly and professional service; Assist the department with creating knowledge base articles to increase customer self-support; Learn new technologies and take on more responsibilities as the organization grows; Other duties as assigned

Requirements

High School Diploma or a General Education Degree; 2+ years related experience in customer service, troubleshooting and repairing DVR and CCTV equipment; Excellent verbal and written communication skills; Must be a problem-solver who is flexible and responsible; Must be able to work in a team-based collaborative environment; Enjoy interacting with people; Work at our Liberty Lake, WA headquarters

Nice to have

Knowledge of basic inter-networking operations and protocols, with a demonstrated ability to assist with networking projects; Knowledge of Security Industry (Cameras, DVR’s, Sensors, Relays, etc.); Knowledge of electrical wiring, proper grounding, etc.; Knowledge of Linux OS

Benefits

Eligible to purchase company stock at a discounted rate; Collaborative, fun, creative culture where idea sharing is encouraged; Casual dress (Jeans are welcome!); Medical, dental, vision & prescription benefits starting day 1; Generous medical plan subsidy and health savings account option with company contribution; Up to $5,000 annual company match for 401k; Company paid short-term/long-term disability, AD&D and life insurance; Lifestyle Spending Account (LSA) to get reimbursed for your well-being needs; Paid maternity and paternity leave; Pet Insurance; Free annual membership to Care.com; Free access to the Headspace app for you and up to five friends and family members; 15 Days of Paid Vacation accrued per year (increases after year 3); Paid Sick/Wellness time is accrued at a rate of 1 hour for every 35 hours worked, except where local laws are more generous; Educational Assistance Program covering non-degree support, undergraduate and graduate degrees; Employee Equipment Program – Free Alarm.com system for your home; Annual discretionary bonus; $2.00 per hour shift differential for any hours worked between 6:00pm and 5:00am Pacific Time