Technical Support Specialist

Technical Support (Access Control)

Job Description:

Hanwha Vision America (HVA) seeks a detail-oriented individual to join our Product Support Team as a Technical Support Specialist focused on our Access Control Products. In this role, you’ll use your industry knowledge of Access Control Systems, IP Security hardware and software to resolve product-related support requests, offering in-depth assistance to HVA customers via email and phone. Responsibilities include addressing inquiries on installation, operational functions, troubleshooting, and maintenance. The Support Specialist documents and resolves customer requests promptly, guiding fellow agents in effective support practices.

Responsibilities for Support Specialist:

• Identify and resolve technical incidents using product knowledge, knowledgebase articles and product documentation for products and services provided by HVA.
• Take appropriate steps to resolve support cases per department Service Level Agreements (SLAs) using Zendesk Ticketing system
• Document customer information and recurring technical issues to support product quality programs and development.
• Documents support interactions, including details of inquiries, complaints, comments, and actions taken.
• Enhancement of Hanwha Vision’s Knowledge Base through ticket documentation and notation.
• Manage personal escalations of cases to OEMs and Partners.

Skills and Work Experience:

• 3-4 years of experience working collaboratively and cohesively in a distributed team environment
• 3-4 years of experience in a customer-facing remote support role at a high-capacity helpdesk/call center environment
• 3-4 years of experience documenting resolutions in Zendesk or a similar ticketing systems
• Excellent attention to detail and multi-tasking ability
• Strong communication/interpersonal skills, both written and verbal
• Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy
• Excellent time management skills– ability to organize and manage multiple priorities and meet deadlines

Technical Experience:

• 3-5 years experience in physical or remote support and installation of
• Access Control Systems
• 1-3 years experience in physical or remote support of
• IP Cameras
• Network Video Recorders
• Video Management Systems
• IP Audio Devices
• A Current Network+/CCNA or Linux+ Certification (Preferred)
• A Current VMS Certification (Genetec or Milestone Preferred)
• Understanding of, or Certification in, ITIL or Similar Service Management Framework (Preferred)
• Base understanding of SaaS and VSaaS

Working Conditions and Physical Demands:

• Prolonged sitting and/or standing for long periods of time
• Ability to lift 25lbs occasionally
• Occasional Travel to Hanwha Office locations for training
• Occasional Travel to trade shows
• Occasional Travel to customer sites
• Perform activities on the computer for a minimum of 8 hours
• Ability for remote employees to create a lab environment in the workspace
• Ability to perform physical installation of products occasionally