Technical Support Agent

Remote

Full Time

Entry Level

Position Summary
The Technical Support Agent provides frontline support for customers, technicians, subcontractors, and internal stakeholders regarding the performance, maintenance, and service of Cennox Retail Safe Products. Responsibilities include troubleshooting, technical support, part ordering assistance, documentation, training support, anomaly tracking, and vendor evaluation. This role requires creativity and critical thinking to resolve complex technical issues.

Key Responsibilities

Deliver daily phone support across multiple queues
Monitor and respond to email inquiries in departmental support folders
Document all customer interactions and updates in service tickets
Assist with parts orders related to technical support cases
Support installation and configuration of company products
Provide technical documentation to internal and external stakeholders
Respond to after-hours voicemails on the technical support line
Conduct deep-dive investigations into customer-reported issues
Stay current on product knowledge and service practices
Analyze product failures and provide technical insights for escalation
Perform additional duties as assigned

Qualifications:
Technical Skills
Proficient with Linux command line
Experience with MySQL or other relational databases
Familiarity with Microsoft Office Suite (Word, Outlook, Excel, PowerPoint)
A+ or Network+ certification preferred
Ability to learn proprietary software and internal databases

Soft Skills
Strong written and verbal communication
Excellent organizational and multitasking abilities
High attention to detail and problem-solving skills
Customer-focused mindset
Capable of working independently with minimal supervision
Willingness to work weekends and participate in holiday rotation

Education & Experience

2+ years of technical support or hardware/software experience preferred
2+ years of customer service experience preferred
High school diploma or equivalent required

Physical Requirements
Corrected vision to 20/20
Manual dexterity for computer use
Ability to sit for extended periods
Occasional travel for training or project support may be required

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Technical Support Agent

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