Technical Support Agent

<span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;"><strong>Position Summary</strong> </span></span></span></span></span><br><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">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.<br><br><strong>Key Responsibilities</strong></span></span></span></span></span><div></div><ul><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Deliver daily phone support across multiple queues </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Monitor and respond to email inquiries in departmental support folders </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Document all customer interactions and updates in service tickets </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Assist with parts orders related to technical support cases </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Support installation and configuration of company products</span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Provide technical documentation to internal and external stakeholders</span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Respond to after-hours voicemails on the technical support line </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Conduct deep-dive investigations into customer-reported issues </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Stay current on product knowledge and service practices</span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Analyze product failures and provide technical insights for escalation </span></span></span></span></span></li><li style="margin-bottom:15px;margin-left:7px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Perform additional duties as assigned<br><br><br><strong>Qualifications:</strong></span></span></span></span></span><br><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;"><strong>Technical Skills</strong> </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Proficient with Linux command line </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Experience with MySQL or other relational databases </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Familiarity with Microsoft Office Suite (Word, Outlook, Excel, PowerPoint) </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">A+ or Network+ certification preferred </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Ability to learn proprietary software and internal databases </span></span></span></span></span><br><br><br><strong><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Soft Skills </span></span></span></span></span></strong></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Strong written and verbal communication </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Excellent organizational and multitasking abilities </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">High attention to detail and problem-solving skills </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Customer-focused mindset </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Capable of working independently with minimal supervision </span></span></span></span></span></li><li style="margin-bottom:15px;margin-left:7px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Willingness to work weekends and participate in holiday rotation</span></span></span></span></span><br> </li></ul><div><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;"><strong>Education & Experience</strong> </span></span></span></span></span><ul><li style="margin-left:7px;margin-bottom:11px;">2+ years of technical support or hardware/software experience preferred</li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">2+ years of customer service experience preferred </span></span></span></span></span></li><li style="margin-bottom:15px;margin-left:7px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">High school diploma or equivalent required<br><br><br><strong>Physical Requirements</strong> </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Corrected vision to 20/20 </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Manual dexterity for computer use </span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Ability to sit for extended periods</span></span></span></span></span></li><li style="margin-left:7px;margin-bottom:11px;"><span style="font-size:11pt;"><span style="line-height:107%;"><span style="font-family:Calibri, sans-serif;"><span style="color:#000000;"><span style="color:#070707;">Occasional travel for training or project support may be required </span></span></span></span></span></li></ul><br><br> </div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...