Company DescriptionYou must be within commuting distance of Philadelphia for this role. And be willing to travel to the office 4-5 times a week. Our client is an industry-leading, award-winning integrated technology solutions provider for builders and building owners. They've been in business for 10+ years and are a one-stop shop for all connected building needs, including low-voltage cabling and infrastructure, network build-out, and all IP endpoints, including access control, IP cameras, Wi-Fi, and A/V. Their CEO has been featured on Fortune Magazine, acknowledging their service quality for its reliability and efficiency, and they have won the Thought Leadership Award in 2024.
Benefits: - Dental, health, and vision insurance
- PTO
- Retirement plan
- Quarterly performance-based bonus structure
Job Description We are seeking a Customer Support Specialist with hands-on experience in VoIP, Networking, and CCTV systems troubleshooting. The ideal candidate will have a strong technical background and the ability to provide advanced support through ticketing systems while maintaining excellent communication with both internal teams and external clients.
Responsibilities: - Act as a technical point of escalation for support and field-related issues.
- Troubleshoot and resolve issues related to VoIP systems, network connectivity, intercom, and CCTV system performance.
- Manage and respond to support tickets via platforms such as Zendesk, Freshdesk, or similar tools.
- Collaborate with engineering and project teams to escalate and resolve persistent or complex issues.
- Document solutions and contribute to the internal knowledge base and SOPs.
- Ensure a high level of customer satisfaction by providing timely updates and resolutions.
- Identify recurring problems and recommend system enhancements or automation to improve productivity and minimize downtime.
Qualifications - 3-7+ years of technical support experience in a customer-facing environment.
- Proficient in VoIP systems (e.g., SIP, PBX), basic network troubleshooting (LAN/WAN, switches, firewalls), intercom, and CCTV technologies (IP cameras, DVR/NVR systems).
- Experience/knowledge of Security systems like Access control is a plus.
- Versatile technologist familiar with various types of technologies.
- Solid understanding of business operations and how technology can support different departments (sales, marketing, finance, etc.)
- Strong knowledge of ticketing systems and ability to prioritize based on severity and SLA.
- Excellent communication skills and customer service mindset.
- Ability to work independently, think critically, and handle multiple support cases concurrently.
- Experience with remote support tools and basic configuration interfaces.
Additional InformationAbout SaaS Talent SaaS Talent is more than just a recruiting company. We're your hiring, business development and growth partner with 20+ years of experience in SaaS and Hi-Tech that helps you scale and transform your business. We've worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you're struggling to grow, we're an ideal choice.
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