Tech Cust Svc Rep III

As a Tech Customer Service Representative, you will work with corporate accounts for Physical Security Systems, focusing on Access Control and CCTV systems. Your responsibilities will include providing technical support, troubleshooting, and ensuring the effective functioning of security systems such as CCURE, Genetec, Lenel S2, and ExacqVision. You will work with security software and hardware platforms including CCURE, Genetec, Lenel S2, Solarwinds, ExacqVision, Networking Tools, and MS Office Tools. Your tasks will involve executing and validating technical documentation, troubleshooting and configuring IP CCTV cameras (specifically AXIS Make VMS platform), and configuring Axis Cameras for stream, storage, schedule, and rules on both camera and Genetec platforms. Additionally, you will program, test, and commission physical security systems encompassing Access Control, Video Surveillance, and Intrusion Detection Systems. The ideal candidate should possess a Bachelor of Engineering degree in Electrical, Electronics, E&TC, or related fields, fluency in English, certification in Genetec or hands-on experience in commissioning & programming in Genetec, hands-on experience in configuring IP CCTV cameras with familiarity in AXIS hardware, 3-8 years of global customer-facing experience, ability to multitask, manage shifting priorities, and meet deadlines, as well as excellent communication and problem-solving skills. Key responsibilities include providing excellent customer support, collaborating with clients and security integrators to resolve hardware issues, supporting team initiatives for upgrading security hardware/software infrastructure and process improvements, conducting periodic audits on security systems/devices, and coordinating with internal and external teams to resolve customer issues for ensuring smooth system functionality. Preferred qualifications include experience with Genetec software platforms, 2-6 years of experience in supporting IT infrastructure focusing on Enterprise Access Control (GENETEC), Visitor Management, and Incident Management systems, a strong understanding of security hardware components, basic networking, and Windows OS knowledge. Soft skills required for this role include strong communication and interpersonal skills, ability to handle customer queries with patience and professionalism, being a good team player, and willingness to work in a 24x7 environment.,