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Technical Support Agent (38cb4db77fb9)
support via phone, email and remote desktop for Pelco IP Cameras and VMS Systems. You communicate directly to (and with) Pelco customers in addition to providing technical guidance to our internal sales staff as necessary. In many situations, you are the first line of defense when a technical problem occurs. You work in a fast-paced environment and follow multiple assigned cases throughout their life with the goal of seeing that every case is closed in a timely manner and that a final solution is provided to our customer. Your region of support will be Middle East and your will be reporting to the Regional Technical Manager in EMEA. Interaction: This position interacts daily with customers, regional technical teams, sales teams, and other global technical support agents. Essential Functions: Maintain a highly effective working relationship with cross functional members from all departments within the company and global colleagues from various cultures and backgrounds. Deliver an elevated level of customer satisfaction while balancing customer expectations within the defined KPIs and with respect to the overall global business objectives. Communicate directly with customers via phone, email, and remote connections to troubleshoot and resolve technical issues. Document and follow up on all commitments and customer interactions. Determine next actions and seek clarity on vague or ambiguous reports from customers. Confirm and reproduce reported defects in a lab environment. Identify potential product defects and properly escalate these cases as they arise. Demonstrate flexibility and ability to learn quickly. Ability to develop and maintain customer rapport and customer relationships. Perform site visits as needed.