Genfinity ยท 2 months ago
Technical Support Agent
United States
Full-time
Remote
Mid Level
$65,000/mo - $65,000/mo
3+ years expGenfinity is a company that focuses on innovative home security solutions. The Technical Support Agent is responsible for diagnosing and troubleshooting technical issues, escalating problems to the engineering team, and providing support through various communication channels to ensure customer satisfaction.
Consulting
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
Qualification
Required
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)
Evening and Weekend availability is required
Preferred
3+ years of experience with advanced networking concepts: IPv4, IPv6, WiFi 2.4ghz and 5GHz, VPN, POE
Experience with Linux-based operating systems
Company
Genfinity
Genfinity assists companies and individuals interested in capitalizing on the opportunities that the Philippine BPM support industry provides by being operationally oriented feet on the ground.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase