Job Summary

• The Senior Technical Support Engineer for Dahua will be the subject matter expert for video surveillance. They will have the responsibility to work closely with our dealers and field technicians for problem-solving, product training, sales support, and field support.
• The ideal candidates will be highly experienced in providing excellent customer service and problem escalation/resolution.

Duties & Responsibilities

• Provide technical support and resolutions on Hardware and Software related issues through phone or email.
• Managing open support cases within the organization and finding a solution or workaround to maintain customer satisfaction.
• Capture and document all aspects of customer interaction into the CRM database.
• Understand and consolidate customer demand for products. Working closely with high support lines: R&D team, Expert Service and Delivery team, and Product Team.
• Cooperate with the sales team to analyze the practical needs of customers, produce a complete project plan, and also seek possible solutions.
• Develop knowledge base content for the technical team and customers.
• Perform product inspection, test, and troubleshoot returned products.

Required Education and Experience

• Minimum Education: HND, B.Tech, (Electrical / Electronic Engineering), or Computer Science.
• 4 – 8 years work experience.
• Experience in Security / Video Surveillance industry or related industry is required.
• Proficient in Microsoft Office and ticketing systems.
• Knowledge of wired and wireless networking including access points, managed switches, and enterprise-grade routers.
• Must be self-motivated with a strong sense of urgency.
• Detail orientated with a focus on customers.

Competencies:

• Experience in the installation of CCTV Network cameras, HDCVI Cameras, Network recorders, HDCVI recorders, Video doors, Access control, and integrated alarm systems.
• Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization’s goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Oral Communication–Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Response well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication–Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Ethics–Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Quality–Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Interpersonal Skills–Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.