Customer Success Representative

Join WCCTV as our Customer Success Representative responsible for providing best in class customer service by building strong customer relationships while maximizing the value of WCCTV’s products and services.

Organisation: WCCTV
Wireless CCTV, LLC ("WCCTV") is a subsidiary of Wireless CCTV Ltd originally established in the UK. WCCTV is the market leader for rapid deployment, mobile surveillance systems designed to deliver video securely and efficiently via 4G LTE networks.

Wireless CCTV LLC prides itself on developing innovative, customer‑focused products and providing world‑class customer support services. The company’s range of video surveillance solutions includes rapid deployment pole cameras.

Position: The company is looking for an experienced Customer Success Representative who will take a hands‑on role focused on providing best‑in‑class customer service by building strong relationships and maximizing the value of WCCTV’s products and services.

Full‑time position with work hours Monday through Friday, 8:00 am to 5:00 pm, located onsite at our U.S. headquarters in Richardson, TX. Must be able to work overtime in evenings, weekends, and/or holidays on a rotational basis.

Primary Responsibilities:

• Serve as the first point of contact for customers by responding to inquiries and providing proactive resolution of service or technical product issues, fostering long‑term relationships and high customer satisfaction. Escalate issues to internal technical staff after initial troubleshooting.
• Set up and program analytics on cameras, providing first‑ and second‑level technical support.
• Answer inbound phone calls and email requests from our customer base.
• Hold presentations with new customers, support partnership accounts, and assist with remote installations in the field.
• Maintain detailed records of customer interactions and transactions in the ticketing system, ensuring resolution of all issues.
• Conduct client onboarding sessions with new or existing customers, covering order confirmation, delivery and installation dates, commissioning/decommissioning processes, services purchased, monitoring station partner introduction, site security protocols, and key WCCTV contacts.
• Conduct pre‑installation and post‑installation calls to gather feedback on installation quality and product delivery.
• Schedule and conduct remote and on‑site training, promote further sales opportunities, and evaluate common topics for refresher training.
• Maintain in‑depth knowledge of WCCTV products and services, identify sales opportunities, and recommend appropriate solutions based on customer needs.
• Assist in compiling and managing customer cellular data plans, providing guidance on usage best practices.
• Help customers with the RMA/product return process, including equipment collection or shipment back to WCCTV for repair, and provide repair quotes.
• Provide ongoing support and advice to Sales and Operations teams regarding orders or service inquiries to meet customer expectations.
• Occasionally provide weekend and public holiday support on a rotational basis.

Qualifications:

• High school diploma or equivalent required; associate’s degree in business or related discipline preferred; certification or formal training in customer service skills preferred.
• Minimum 3 to 5 years of B2B customer or technical support experience required; prior onboarding or product training experience preferred.
• Experience with CRM and/or help‑desk ticketing applications required; intermediate knowledge of Microsoft Office, e‑mail, and related software required.
• Effective active listening and interpersonal skills required to resolve issues and escalations.
• Excellent verbal and written communication skills; ability to build rapport with customers is vital.
• Strong analytical problem‑solving skills and proactive approach to addressing customer needs.
• Strong time‑management, organization, and multi‑tasking abilities; ability to work under pressure with shifting priorities.
• High attention to detail and follow‑through.
• Competitive pay range of $20.00 to $23.00 per hour depending on experience and qualifications.
• Company‑provided medical, dental, vision,…