Tech Support Specialist
EarthCam, Inc
Ubicación de trabajo
Upper Saddle River, NJ, USA
Detalles de la oferta de trabajo
EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras and reality capture solutions for construction, transportation, healthcare, education, tourism, sports and entertainment industries. EarthCam’s patented technology provides the highest resolution imagery available, and has documented over a trillion dollars of construction projects around the world.
We are seeking a highly motivated Technical Specialist to provide extraordinary support to our customers, & Field Technicians during the initial installation. This role is responsible for the day to day operations of our critical technical support group, with emphasis on providing premium support and ensuring our customers are delighted with EarthCam’s service.
Responsibilities:
· Field incoming requests from customers & installers via telephone, email and live chat
· Partner with customers to optimize their webcam services, ranging in scope from standard break/fix, change requests, customer training, and offering solutions to increase value of our subscription services
· Adhere to Team KPI’s focused on customer satisfaction, time to resolution
· Record, track and document the requested problem-solving process, including all (successful and unsuccessful) triage performed, resolution steps, & final root cause
· Gather customer’s information and determine the priority of incoming requests by properly evaluating and analyzing symptoms in a highly technical environment
· Identify and escalate priority issues to ensure customer’s needs are quickly addressed
· Partner with other customer facing teams, while working closely with our Product, R&D, & Engineering teams as the customer advocate
· Follow up and make scheduled call backs to customers where necessary
Qualifications:
· Minimum 1 year in Enterprise Business-to-Business Support and/or Service Delivery
· College degree or technical school certification is a plus
· Good understanding of IT /Networking
· Be technically oriented
· Professional, detail-oriented, & organized
· Understanding of Linux a plus
· Proper phone etiquette, pleasant & courteous
· Able to build rapport with customers, installers
· Ability to speak and write clearly and accurately
· Ability to work in a team oriented setting
· Willingness to co-operate with others and work towards the success of the team
· Multi-tasking capabilities
What We Offer:
The EarthCam package includes excellent salaries, bonuses, benefits, and constant opportunities for development – designed to create an entrepreneurial, invigorating and satisfying environment. Our benefits include:
· Health insurance (Single coverage 100% paid for by company)
· Dental and vision insurance
· 401K Plan (with aggressive company matching)
· Paid time off, plus paid holidays
· Regular free breakfasts, lunches and snacks
· In-house yoga sessions
· Bicycles to ride around campus
· Team BBQs and annual company Olympics
About EarthCam, Inc:
EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management. EarthCam leads the industry with the highest resolution imagery available, to empower building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data. EarthCam's innovations include the world’s first outdoor gigapixel panorama camera system, and the first ever 5G construction camera. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.
Company DescriptionEarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management. EarthCam leads the industry with the highest resolution imagery available, to empower building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data. EarthCam's innovations include the world’s first outdoor gigapixel panorama camera system, and the first ever 5G construction camera. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey
