Technical Support Specialist

United States of America

Job Summary:

Reporting to the Vice President of North America Sales, the Technical Support Specialist role will provide technical support directly to customers for all aspects of access control and video surveillance systems; including installation, configuration and troubleshooting of electronic components and software. The position will be in Parsippany NJ but would consider as a remote position for the right person.

Duties and Responsibilities

  • 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
  • Perform remote customer software upgrades, system health checks and on-site upgrades
  • 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
  • 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
  • Minimal travel required


  • Familiarity with Access Control systems (computer programming or SQL Server databases a plus)
  • 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
  • Strong analytical and troubleshooting skills
  • Familiarity with Microsoft Windows networking a plus

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