Technical Support Representative

Smart Sights is a global leader in industrial analytics, alarm notification, and automated reporting software. We are trusted by manufacturers and critical infrastructure providers around the globe to reduce downtime, ensure compliance, and boost productivity through real time insights and rapid response workflows.

As a Technical Support Representative, you will assist our partners and customers in resolving issues and provide training and support to help facilitate our global growth objectives. The successful candidate will be resourceful, self-motivated, and responsible for handling both telephone and email support requests. We are looking for candidates with a strong communication, reasoning, and technical support background. If you are someone who possesses a strong work ethic, can act without being told, have meticulous attention to detail, andaren’tafraid to think outside the box, then you will be a great fit in our company.

You will need to present yourself professionally whether it is on the phone, in-person, or when responding to emails. Organizational skills are crucial to keeping track of issues and working efficiently. You will work with Product Management, Engineering, Channel Sales, and System Integrators to ensure we deliver not just support, but expertise.

• Resolve customer issues utilizing phone, email, and Team Viewer remote sessions, with exceptional customer relationship and ticket management skills
• Manage and contribute to our online knowledge base
• Identify and report software bugs
• Collaborate with Product Management and Software Development teams to resolve customer issues
• Write new technical documentation, support articles,and record how-to videos
• Offer technical training of customers as needed
• Handling inbound phone volume for customers based in the US, Europe, and Asia
• Other duties as required

• Excellent verbal and written communication skills
• Time management and prioritization skills
• BSc (Hons) Bachelor of Computer Science or BEng (Hons) Bachelor of Engineering
• Minimum of 2 years’ experience in a product support role
• Strong customer service and critical thinking/troubleshooting skills
• Knowledge of Windows Server and Desktop Operating Systems
• Knowledge of Microsoft Excel
• Experience with network configurations

• Experience working with automation vendors (GE, Rockwell Automation, Schneider Electric, Wonderware, ABB, Siemens, etc.), industrial software vendors, systems integrators, or industrial distribution channels
• Experience with troubleshooting hardware for use with software
• SQL Server, IIS, and Domain/AD experience
• Experience with Voice technologies such as VoIP

• Competitive salary & bonus structure
• Remote first company
• Competitive insurance (medical, dental, vision, STD, LTD, basic and voluntary life insurance)
• 401(k) plan with a company match

Smart Sights is an equal opportunity employer. We celebrate and are committed to creating an inclusive environment for all employees.