Technical Support Representative Jobs

Pay Range $18.50 - $20.00 per hour

VIVOTEK Inc. (TAIEX: 3454), founded in Taiwan in 2000, is a global, technology-driven IP surveillance solutions provider that aims to provide the most trusted intelligent surveillance solutions to society. Due to the company’s expansive technological capabilities in image, audio and AI, system integrators count on VIVOTEK to address end users’ needs for intelligent security, control, and management solutions. The company specializes in IP cameras, video management software, and edge AI video analytics. VIVOTEK has formed strategic alliances worldwide and works with over 180 authorized distributors across more than 100 countries, with regional offices in U.S., Netherlands, India, Mexico, and Japan. In 2017, the company joined Delta Group, a global leader in power and thermal management solutions, to serve as the security and intelligence core for the Delta Building Automation Business.

• Provide timely and efficient technical assistance and support to customers via phone,

email, or remote desktop tools.

• Stay updated with the latest technological developments and product knowledge to offer comprehensive support.
• Assist in creating and maintaining knowledge base articles and technical documentation.
• Collaborate with other team members to escalate complex technical issues to the appropriate level of support.
• Adhere to company policies, procedures, and service level agreements (SLAs) while delivering support services.
• Maintain a professional and courteous attitude towards customers at all times
• Ensure customer satisfaction through effective communication and problem resolution.
• Collaborate with cross-functional teams to improve product usability and identify recurring issues.
• Assist customers in setting up, configuring, and maintaining software applications and VIVOTEK Hardware
• Document and track all customer interactions and resolutions in the ticketing system.
• Diagnose and troubleshoot hardware and software issues for various VIVOTEK Devices
• Participate in testing and evaluating new software releases and updates.
• Conduct research to identify solutions for uncommon or advanced technical problems.
• Identify opportunities for process improvements and contribute to the enhancement of support services.
• Provide remote training and guidance to customers on using software and hardware products.

Requirements

• Excellent problem-solving and analytical skills to diagnose and resolve technical issues
• Strong technical aptitude and proficiency in computer systems, software, and networking
• Outstanding communication skills to effectively interact with customers and team members
• Ability to multitask and manage time efficiently in a fast-paced support environment
• Customer-focused approach with a commitment to providing high-quality service
• Familiarity with help desk software and remote support tools
• Bachelor’s degree in Computer Science or related field, or equivalent experience
• Proven work experience as a Technical Support Technician or similar role
• CompTIA A+ or CompTIA Network + is preferred
• Basic knowledge of operating systems, such as Windows, macOS, or Linux (Linux Cert preferred)