Technical Support Agent

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.

Requirements

• 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
• 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

Benefits

• Delivery 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