Technical Support Manager

United States of America

Department: North America Sales Team

Reports to: Vice President, North America Sales

Duties and Responsibilities

  • Provide monthly reporting on technical support issues including call center metrics
  • Schedule team resources to perform remote customer software upgrades, system health checks and on‐site upgrades
  • Monitor incoming inquiries from the company website and assign to team members where appropriate
  • Maintain up‐to‐date certified dealer database
  • Troubleshoot and resolve customer inquiries, problems and complaints regarding access control or video systems
  • in a timely and accurate manner via email, phone, remote connection or chat
  • Demonstrate excellent customer services skills interacting with customers on all issues
  • Work closely with Technical Support, Engineering, Quality Assurance, Sales and Production personnel as an
  • integral member of a team dedicated to providing the highest level of customer support
  • Manage and utilize web-based support tracking system for initiating, updating and managing issues from initial
  • customer contact until resolution
  • Remotely install and upgrade access control software
  • Generate innovative ideas to resolve customer issues
  • Work to improve processes to provide a best in class technical support experience


  • Team Management experience
  • Strong analytical and troubleshooting skills
  • Experience operating, troubleshooting and maintaining IP video systems
  • Excellent organizational, written and verbal communication skills
  • Ability to learn quickly
  • Excellent time management skills; ability to multitask and work well in a fast‐paced environment
  • Familiarity with Access Control systems (computer programming or SQL Server databases a plus)
  • Familiarity with Microsoft Windows networking a plus

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