Sr Technical Support Representative

Description

The company builds devices and cloud software, and this role supports its Fusus customers.

As a Senior Technical Support Representative, you give customers technical help by phone, email and chat, covering both hardware and software.

The role is customer-focused and comes with goals for performance and quality that you are expected to meet or exceed.

Responsibilities

• Answer and resolve incoming customer requests by email and phone.
• Troubleshoot customer issues and follow the escalation policy.
• Record all completed work in the Fusus CRM support tool.
• Help the Implementation team with the geospatial setup of customer locations.
• Build deep knowledge of the Fusus solution, including its apps, APIs and development roadmap.
• Work with common industry video management systems (VMS), IP cameras and Linux networking tools.
• Take part in training and certifications sponsored by Fusus to build your technical skills.

Requirements

• At least 1 year of experience in information systems and networking.
• A systematic, analytical approach to finding solutions.
• Strong knowledge of enterprise network equipment such as routers, firewalls and tunnels, including their configuration and data flow.
• Experience with security camera systems, VMS, DVR and NVR solutions is strongly desired.
• A completed college degree in a technical field, or currently working toward one.
• Certifications such as Network+, Security+ or Linux+ are useful.
• RCMP clearance.

Conditions

Reports to the Senior Manager, Technical Support.

Base pay range: $24.34 to $38.94 CAD per hour. Actual hourly pay depends on level, function, training, transferable skills, experience, business needs, geographic market, or a mix of these.

Some roles may require legal eligibility to work in a firearms environment.

Equal opportunity employer: hiring is based on merit and does not discriminate on any protected characteristic, including citizenship status, race, sex, age or disability.

Benefits

• Base salary plus bonus, and a 401k with employer match.
• Paid time off at the company's discretion.
• Paid parental leave for everyone.
• Medical, dental and vision plans.
• Fitness programs.
• Emotional and mental wellness support.
• Learning and development programs.
• Employee resource groups.
• Snacks in the offices.
• Benefits may vary depending on the nature of your employment and where you work.