Technical Customer Support Representative

Department of Position: Technical Support and Customer Services

Reports to: Manager, Technical Support

Existing vacancy: Yes – Open and available immediately

Company Description

For 34 years, Lorex has been creating security systems designed to protect your home and business. Founded and headquartered in Canada, we’ve grown to become leaders in DIY (Do It Yourself) security, offering premium solutions built on innovation, reliability, and expertise that enhance your lifestyle and protect what matters most.

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:

• Provide a superior customer service experience for incoming technical support inquiries by phone, and email
• Complete initial product training and demonstrate sufficient product knowledge and understanding to assist call-in customers
• Respond to customer’s queries regarding routine technical issues in a timely, friendly, professional manner. Determine the nature and likely causes of the issue and recommend corrective action
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Follows up as required with customers to ensure problems were resolved and/or recommend further action to ensure non-recurrence and customer satisfaction
• Escalate inquiries or issues that cannot be resolved to QA / engineering team and/or department manager
• Report all suspected product issues immediately to a senior support staff or manager
• Replicate customer reported issues to provide validation of defects to Product development
• Work with Product development to provide customer base with current information on product problems & resolutions
• Develop & conduct training to internal support staff. Write, review & validate technical docs
• Diagnose and resolve technical hardware and software issues involving internet connectivity
• Research required information using available resources
• Redirect problems to appropriate resource
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes, and updates
• Participate in a collaborative team environment with exposure to Sales, Product Development, and management
• Attend meetings and deliver periodic status updates
• Creation of technical documentation - user guides, FAQs or other resource material
• Create new knowledge base articles and other resources to ensure our documentation is accurate and useful
• Accurately process and record call transactions using a computer and designated tracking software
• Follow standard processes and procedures
• Perform RMA (Return Material Authorization) services
• Troubleshoot and log bugs to help our R&D team prioritize fixes and product enhancements to keep our customers happy
• Assist in monitoring and responding to social media reviews, ensuring timely and appropriate responses across all areas of customer feedback, including tech support
• Cross-trained to handle warranties, refunds, escalations, missing items, incorrect items, and lost packages, ensuring seamless support across these areas when needed
• Manage content for the support site, ensuring that all content is up to date and relevant. Provide feedback to the web team to enhance the site based on insights gathered from the front-line tech support experience
• Identify system/process improvements to enhance eifficiency and effectiveness
• Provide back up support to IT help desk as needed

Requirements:

• Knowledge, Skills and Abilities (KSAs)
• Post-Secondary Education in IT or Network related field
• Expert knowledge of PC including hardware, installations, troubleshooting, conflicts, etc.
• Expert knowledge of MAC OS, DOS, Microsoft Windows and UNIX/LINUX system software
• Familiar with IP routing and TCP/IP troubleshooting
• Familiar with Smart Home Devices
• Strong technical communication skills (verbal and written)
• Communications are typically coordinated through e-mail, over the phone, or through a remote desktop connection

• Competency Profile
• 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
• 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
• Ethics--Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values
• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality
• 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
• Demonstrated Technical Support experience
• Proven experience in tech support role in a call centre environment (Tier 1 and Tier 2)
• 4 years of experience providing technical product support to customers
• Experience in the security industry
• Experience with digital video recorders and CCTV surveillance technologies
• Experience with analog and IP cameras
• Experience with delivering training, presentations or webinars would be an asset
• Experience working with both consumers and small business end users
• Proven experience with case management and bug tracking system
• 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.

Please note that we use AI tools as part of our recruitment process to enhance efficiency and improve candidate experience.