Technical Support Representative

About the role

OpenEye, the cloud video platform company, provides solutions for video security, business intelligence and loss prevention. For over 20 years, OpenEye has been committed to developing an easy-to-use, comprehensive video management system backed by Heroic Customer Service® and support. Our on-site and cloud-based products can be found protecting schools, hospitals, banks, retail stores, and other facilities around the world. OpenEye's solutions are available globally through a trusted network of certified service providers. OpenEye is a subsidiary of Alarm.com. Learn more at www.openeye.net . Job Summary As a Technical Support Representative, you will be responsible for supporting all products OpenEye offers as well as secondary software and products necessary for use. You will provide phone and email support to our customers for a variety of our video security products. Supported products include Digital Video Recorders, Security Cameras, Network Switches and Routers along with the software associated with them. In the role of Technical Support Representative, you will analyze and resolve customer hardware, software, and network problems in a timely and accurate manner. With a career at OpenEye, you will learn new technologies and have the opportunity to grow within the organization. This is a full time, onsite position in our Liberty Lake, WA headquarters. Role and Responsibilities Troubleshoot network communications including router issues, WAN link outage, and switch problems. Troubleshoot software/hardware, user processes and mechanical operation. Support customers over the phone, email, and/or remote automation interfaces. Demonstrate OpenEye's core value of Heroic Customer Service by providing friendly and professional service. Assist the department with creating knowledge base articles to increase customer self-support. Learn new technologies and take on more responsibilities as the organization grows. Other duties as assigned.