Tech Support Analyst

Do you love working with cool tech? We do! We're Indyme Solutions, a local San Diego company that creates innovative solutions to solve issues and pain points for retailers. We work with the top US retailers to give them solutions for customer engagement and loss prevention. We're currently looking for an hourly Tech Support Analyst to work in our office in the Kearny Mesa area.

The Tech Support Analyst is responsible for ensuring a high degree of post sales customer satisfaction to our customers, resellers, and installation partners. In so doing, the Tech Support Analyst will use technical skills, interpersonal skills, and knowledge of Company products to deliver technical support services on a timely basis and in a professional manner. The Tech Support Analyst will also be responsible for escalating issues appropriately to their immediate supervisor and for communicating interdepartmentally as needed to ensure overall customer satisfaction.

Essential Duties and Responsibilities:

• Delivers exceptional service and technical support to customers, contractors and field technicians via telephone, email and/or various other communications tools.
• Diagnose and resolve technical hardware, installation and software issues involving Company product installations.
• Accurately process and record call transactions using trouble ticket tracking software.
• Offer alternative solutions where appropriate with the objective of satisfying and retaining customers.
• Ensures customers consistently receive timely, effective and friendly service and support consistent with corporate objectives.
• Escalates issues as appropriate to immediate Supervisor and follows-up accordingly to ensure that high levels of customer satisfaction.
• Communicates proactively within the department and other departments to ensure overall client satisfaction and problem resolution.
• Continuously maintains a proficient level of knowledge about Company products and services and proactively seeks training to stay abreast of new product offerings and industry standards.
• Proficiently and accurately utilizes various internal/external software tools and templates including; Macola, Clientele, Smartportal, Microsoft Office Suite and other support/troubleshooting tools to ensure a timely and accurate flow of information.
• Performs all responsibilities associated with the support process including daily monitoring of call queues, managing and resolving call tickets, collaborating with department employees to insure work and lunch schedules are covered.
• Interacts with Manufacturing, Engineering, IT, Finance and other departments as necessary to ensure the timely delivery of product/service orders to customers.
• Be available on a scheduled basis to handle after hours emergency calls, which entail utilizing cell phone and laptop to resolve urgent matters after-hours.
• Be willing to accommodate shift changes as required.
• Be available to provide local field labor/training as needed.

Key Attributes :

• Good analytical and problem-solving skills. Well organized.
• Proper phone etiquette with ability to speak and write clearly and accurately.
• Good working knowledge of basic electronics, internet and radio technologies.
• Good understanding of, or experience with, remote access software such as SSH, FTP, Remote Desktop, Cisco AnyConnect and TeamViewer.
• Knowledge of Linux, IP networking, routers, VPN’s, API, a plus.
• Thrives in an environment that is fast paced, constantly changing and where one is required to make key decisions independently.
• Has a keen sense of customer satisfaction and is able to interact with clients in a professional and courteous manner.
• Stays calm when things get exciting and is easily capable of multi-tasking, juggling priorities and organizing multiple disparate tasks.
• Will go above and beyond the call of duty and will inspire others to do the same in order to delight the customer.
• Has a passion for technology and learning, and stays abreast of current trends within the technology/software industry.

Experience:

• Three plus years of experience in customer facing position.
• Experience utilizing a variety of software packages including MS Office and CRM tools.
• Excellent verbal and written communication skills.
• Ability to provide excellent customer service and remain calm under pressure.
• Ability to logically walk-through and troubleshoot complex issues.

Who We Are:

Indyme is the world’s leading provider of customer engagement and anti-theft solutions to the rapidly evolving retail industry. Indyme’s systems are used by seven of the top ten U.S. retailers with more than 35,000 systems installed worldwide. Our customer list includes the who’s who of Tier I retailers with names like Target, Walmart, Home Depot, Lowe’s, Dick’s Sporting Goods, CVS, Walgreens, Albertsons, and Safeway to name a few. Our latest innovations include AI and machine learning, human behavior detection, and self-service locked case applications.

What we offer you:

• You will have a competitive salary with top notch benefits.
• We will make you an expert in cross functional Teamwork.
• You will work with great colleagues in a great team within a growing company.
• You are not alone. Our engineers, production personnel, and project coordinators will support you in every way possible.

Salary:

$22.00 to $24.00 hour, DOE