Technical Support Specialist

CCTV Direct is a Canadian private company with its head office located in Mississauga, Ontario. CCTV Direct specializes in sales and distribution of security and surveillance equipment, including state-of-the-art AI and IoT cameras, AI network and digital video recorders, cables, and other accessories from market leaders based in Korea, Japan, China, and Taiwan. We are the premier solution provider to our business partners with outstanding quality, as all our products are thoroughly tested to ensure superior performance and reliability.

Overview

We are hiring an enthusiastic and motivated individual to join our Technical Support team. Under the supervision of the Support Manager, the successful candidate will be responsible for providing technical support to CCTV Direct distribution partners, dealers, and installers.

Position Title: Technical Support

Position Type: Full-Time

Position Summary

• Provides assistance to customers who encounter technical difficulties while using our products.
• Provides support services to customers via phone, email, web, etc.
• Assists our sales team on projects and responds to pre-sales inquiries.
• Collaborates with team members to identify and highlight trends in customer inquiries.
• Reports any potential product issues to the Support Manager.
• Learns through hands-on product testing with the opportunity to create training materials for internal and external training use.

Skills, Qualifications, and Abilities

• Strong customer service orientation.
• Outgoing with strong teamwork attitude.
• Ability to multi-task and adapt to a fast-paced work environment.
• Strong analytical, troubleshooting, and problem-solving skills.
• Good interpersonal skills, able to manage customer attitudes and emotions.
• Bilingual in English and French would be an asset.

Experience

• Ideally a post-secondary degree, certificate, or diploma in computer or other technology fields.
• Excellent verbal and good written communication skills.
• Some experience in operating and troubleshooting PC and IP Networks.
• Prior experience in customer service, either in-person or over the phone, is an asset.
• Prior experience in technical support and/or the physical security industry is an asset.
• CCNA or Network+ Certifications (or equivalent knowledge) is an asset but not necessary.

Location

The Technical Support Department is in Mississauga, Ontario. Work hours are Monday to Friday only.