First Level - Technical Support Agent - Remote

Overview

At Hexagon, our physical security team develops software to safeguard your world. Our video and incident management solutions help our customers to quickly resolve incidents and minimize their impact. We are a global company headquartered in US, with service teams in US, UK, India, Israel and Germany. This role is ideal for someone who loves to solve complex technical software problems and enjoys the challenge of helping the client. Become part of our extraordinary team and help us create a safer world!

In Short

• Provide first-line technical support, resolving basic issues and troubleshooting common problems regarding networking and software installation; escalate complex issues to engineering, sales, and professional services as needed.
• Engage with customers through various communication channels, ensuring prompt and effective issue resolution.
• Contribute to a positive and collaborative work environment, fostering open communication and teamwork.
• Maintain a positive, empathetic and professional attitude toward customers at all times.
• Keep records of customer interactions, transactions, comments and complaints in Salesforce.
• Train and maintain knowledge of the physical security products.

Requirements

• 2+ years of experience in customer service/support or similar role in a tech culture.
• HS diploma or equivalent.
• Excellent communication verbal & written communication.
• Patient and calm demeanor to deal with challenging customers.
• Excellent communication skills.
• Experience with ticketing system preferred, will train.
• Ability to work on call.
• Basic computer skills including Word, Excel and Salesforce or another CRM (preferred, will train).
• Thrives in a fast-paced work environment with a positive attitude and good sense of humor.

Benefits

• 100% remote arrangement
• Flexible working hours & generous time off to balance work/life
• A great team of colleagues who work collaboratively and share knowledge
• Having a voice and making an impact
• Open and honest feedback
• Challenging role with career growth opportunities