You will serve as the front line for our customers to deescalate and solve technical issues the customer will call in for.
Have a strong background in using OVRC remote management.
Have an advanced understanding installations to be able to walk customers through how to resolve issues. This includes areas such as:
ISP modems
Network topology
Video Distribution
Multiroom audio, wired and wireless solutions
Home theater configurations.
TV, Media players, cable boxes, etc.
Surveillance
Thermostat integration and troubleshooting
Power management
Smart Lighting; centralized and wireless
This team is comprised of shifts to cover 24/7/365. You will need to have the ability to accommodate business needs.
Strong communication skills: The ability to clearly document all steps taken in the interaction. This includes providing theories as to why an issue occurred or how to resolve the issue if a site visit is needed.
Participate in beta testing of new products and solutions, providing actionable feedback to product teams.

2+ years of professional experience installing and programming control systems in the CI industry
Certification in one or more of the following: Control4, Crestron, Savant, URC, Elan.
Hands-on experience installing, configuring, and troubleshooting surveillance, professional audio video, and other technology solutions.
Strong aptitude for troubleshooting across multiple product categories and technologies.
Familiarity with IoT, audio/video, networking, home automation, and surveillance technologies.
Exceptional problem-solving skills and ability to quickly learn and apply new technical concepts.
Exceptional English communication skills, both verbal and written, with a customer-first mindset.

Technical Support Specialist I

Key skills