Technical Support Representative

Open Eye, the cloud video platform company, provides solutions for video security, businessintelligenceand loss prevention. For over 20 years,Open Eyehas been committed to developing an easy-to-use, comprehensive video management system backed by Heroic Customer Service® and support.

Our on-site and cloud-based products can be found protecting schools, hospitals, banks, retail stores, and other facilities around the world.

Open Eye’ssolutions are available globally through a trusted network of certified service providers.

As a Technical Support Representative, you will be responsible for supporting all products Open Eye offers as well as secondary software and products necessary for use. You will provide phone and email support to our customers for a variety of our video security products. Supported products include Digital Video Recorders, Security Cameras, Network Switches and Routers along with the software associated with them.

In the role of Technical Support Representative, you will analyze and resolve customer hardware, software, and network problems in a timely and accurate manner.

With a career at Open Eye, you will learn new technologies and have the opportunity to grow within the organization.

Role and Responsibilities

• Troubleshoot network communications including router issues, WAN link outage, and switch problems.
• Troubleshoot software/hardware, userprocessesand mechanical operation.
• Support customers over the phone, email, and/or remote automation interfaces.
• Demonstrate Open Eye ’score value of Heroic Customer Service by providing friendly and professional service.
• Assistthe department with creating knowledge base articles to increase customer self-support.
• Learnnew technologies and take on more responsibilities as the organization grows.
• Other duties as assigned.

Requirements

• High School Diploma or a General Education Degree
• 2+years related experience in customer service, troubleshooting and repairing DVR and CCTV equipment
• Excellent verbal and written communication skills
• Must be a problem-solver who is flexible and responsible
• Must be able to work in a team-based collaborative environment
• Enjoy interacting with people
• Work at our Liberty Lake, WA headquarters

Preferred Qualifications

• Knowledge of basic inter-networking operations and protocols, with a demonstrated ability toassistwith networking projects.
• Knowledge of Security
  
  Industry (Cameras, DVR’s, Sensors, Relays, etc.)
• Knowledge of electrical wiring, proper grounding, etc.
• Knowledge of Linux OS

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

The Perks!

• The pay range for this position is $19.00 - $22.50 per hour. A $2.00 per hour shift differential will be offered for any hours worked between 6:00pm and 5:00am Pacific Time. This role is also eligible for an annual discretionary bonus.
• Employees are eligible to purchase company stock at a discounted rate
• Collaborative, fun, creative culture where idea sharing is encouraged
• Casual dress (Jeans are welcome!)
• Medical, dental, vision & prescription benefits starting day 1! Generous medical plan subsidy and health savings account option with company contribution helps keep your costs low.
• Up to $5,000 annual company match for 401k
• Company paid short-term/long-term disability, AD&D and life insurance
• Lifestyle Spending Account (LSA) to get reimbursed for your well-being needs
• Paid maternity and paternity leave
• Pet Insurance
• Free annual membership to
• Free access to the Headspace app for you and up to five friends and family members.
• 15 Days of Paid Vacation accrued per year (increases after year
  3)
• Paid Sick/Wellness time is accrued at a rate of 1 hour for every 35 hours worked, except…