Tech Customer Service Representative

What You Will Do

How You Will Do It

• Work with security software and hardware platforms like:
• CCURE
• Genetec
• Lenel S2
• Solarwinds
• ExacqVision
• Networking Tools
• MS Office Tools
• Execute and validate existing technical documentation.
• Troubleshoot and configure IP CCTV cameras (AXIS Make VMS platform).
• Configure and harden Axis Cameras for stream, storage, schedule, and rules both on camera and Genetec platforms.
• Program, test, and commission physical security systems including Access Control, Video Surveillance, and Intrusion Detection Systems.
  

What We Look For

• Educational Qualification: Bachelor of Engineering in Electrical, Electronics, E&TC, or related fields.
• Fluency in English.
• Certification in Genetec or hands-on commissioning & programming in Genetec.
• Hands-on experience in the configuration of IP CCTV cameras and familiarity with AXIS hardware.
• 3-8 years of global customer-facing experience.
• Ability to multitask, manage shifting priorities, and meet deadlines.
• Excellent communication and problem-solving skills.
  

Key Responsibilities

• Provide excellent customer support and act as a key interface for ensuring project execution within schedule and budget.
• Collaborate with clients and security integrators to resolve hardware issues and complete validation and testing.
• Support team initiatives to upgrade security hardware/software infrastructure and process improvements.
• Conduct periodic audits on security systems/devices to ensure functionality and performance.
• Coordinate with internal and external teams to resolve customer issues and ensure smooth system functionality.
  

Preferred

• Experience with Genetec software platforms.
• 2-6 years of experience in supporting IT infrastructure, specifically Enterprise Access Control (GENETEC), Visitor Management, and Incident Management systems.
• Strong understanding of security hardware like door controllers, readers, locking hardware, dual-factor authentication, cameras, video recording hardware, intrusion detection, and duress hardware.
• Basic networking and Windows OS knowledge.
  

Soft Skills

• Strong communication and interpersonal skills.
• Ability to handle customer queries with patience and professionalism.
• Must be a good team player.
• Willingness to work in a 24x7 environment.