Company Description
Proudly Canadian-founded, the Lorex team across North America is committed to the design, development, and deployment of ingenious smart home security and business monitoring solutions that enhance our customers’ lifestyles and sense of well-being. We achieve this by continuing to produce innovative solutions, all backed by cutting-edge technology and a dedicated team of forward thinkers.
Job Summary
The Technical Customer Support Representative for Lorex will work closely with our channel in security / CCTV / Smart Home industry for problem solving. The individual who takes on this role will be very competent in providing excellent customer service and problem escalation / resolution. This candidate should have experience with the security industry.
Duties & Responsibilities :
Requirements :
o Post-Secondary Education in IT or Network related field
o Expert knowledge of PC including hardware, installations, troubleshooting, conflicts, etc.
o Expert knowledge of MAC OS, DOS, Microsoft Windows and UNIX / LINUX system software
o Familiar with IP routing and TCP / IP troubleshooting
o Familiar with Smart Home Devices
o Strong technical communication skills (verbal and written)
o Communications are typically coordinated through e-mail, over the phone, or through a remote desktop connection
Competency Profile
o Oral Communication Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Handle escalations from 3rd party tech support provider
o Written Communication Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information
o Ethics Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values
o Quality Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality
o Interpersonal Skills Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things
Background Experiences
o Demonstrated Technical Support experience
o Proven experience in tech support role in a call centre environment (Tier 1 and Tier 2)
o 4 years of experience providing technical product support to customers
o Experience in the security industry
o Experience with digital video recorders and CCTV surveillance technologies
o Experience with analog and IP cameras
o Experience with delivering training, presentations or webinars would be an asset
o Experience working with both consumers and small business end users
o Proven experience with case management and bug tracking system
o Ability to design e-learning curriculum would be welcomed
Lorex welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.