Technical Support Agent

The Company: Deep Sentinel is a breakthrough, next-generation home security company that combines state-of-the-art technology (camera, audio, mobile interface, etc.), artificial intelligence and real human guards watching cameras in real time.  No other security company does this.  Whereas all other physical security solutions are either reactive (when it is often too late) or require self-monitoring, Deep Sentinel is truly proactive, intervening in potential criminal activity before it happens. Deep Sentinel is literally the only monitored home security system that can (and does!) predict then prevent burglaries before they happen. The Deep Sentinel solution is also easy to install and extremely affordable.  To see how it works, visit: https://www.deepsentinel.com/how-it-works/ The company is backed by top investor Jeff Bezos and top-tier Venture Capital firms including Intel Capital, Shasta Ventures (Nest, NextDoor), Slow Ventures, UP2398, FoundersFund (Facebook) and Lux Capital. We just raised an expansion round and are prepping for growth acceleration through 2023. For more information visit: https://www.deepsentinel.com/ About the Technical Support Agent The Technical Support Agent is responsible for diagnosis, troubleshooting, escalating to the engineering team, and handling escalations from the tech support team. The areas of technical support for our wireless and Power Over Ethernet camera systems span the typical connectivity troubleshooting, power management, and system updates to more complex issues such as advanced VPN, custom network configurations, and advanced support for our installer partners. The technical support channels include phone calls, messaging platforms, and helping customers diagnose technical issues via Zoom or other video chat. They cover the entire customer lifecycle from out-of-box requirements to initial installation to daily troubleshooting. Responsibilities:

• Handling customer technical support cases through telephone, webchat and email submission
• Evaluating networking system and security systems through assessing compatibility of hardware with existing programs
• Troubleshooting networks, switches, routers, and network performance issues.
• Maintain client confidence by keeping their information confidential
• Update CRM tickets and manage escalations to the engineering team
• Account maintenance of Deep Sentinel Customers. Including scheduled health checks and developing relationships with key clients. Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel.
• Evening and Weekend availability is required

Qualifications: 

• 3+ years of tech support experience
• Experience with remote troubleshooting
• Experience with HubSpot or similar CRM
• Help desk/Technical: 3 years
• 1 year experience with Power Over Ethernet (POE)

Preferred:

• 3+ years of experience with advanced networking concepts: IPv4, IPv6, WiFi 2.4ghz and 5GHz, VPN, POE
• Experience with Linux-based operating systems

Compensation:

• Earn up to ₱65,000

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