Technical Support Agent

Position Summary The Technical Support Agent provides frontline support for customers, technicians, subcontractors, and internal stakeholders regarding the performance, maintenance, and service of Cennox Retail Safe Products. Responsibilities include troubleshooting, technical support, part ordering assistance, documentation, training support, anomaly tracking, and vendor evaluation. This role requires creativity and critical thinking to resolve complex technical issues.Key Responsibilities

Deliver daily phone support across multiple queues Monitor and respond to email inquiries in departmental support folders Document all customer interactions and updates in service tickets Assist with parts orders related to technical support cases Support installation and configuration of company productsProvide technical documentation to internal and external stakeholdersRespond to after-hours voicemails on the technical support line Conduct deep-dive investigations into customer-reported issues Stay current on product knowledge and service practicesAnalyze product failures and provide technical insights for escalation Perform additional duties as assignedQualifications:Technical Skills Proficient with Linux command line Experience with MySQL or other relational databases Familiarity with Microsoft Office Suite (Word, Outlook, Excel, PowerPoint) A+ or Network+ certification preferred Ability to learn proprietary software and internal databases Soft Skills Strong written and verbal communication Excellent organizational and multitasking abilities High attention to detail and problem-solving skills Customer-focused mindset Capable of working independently with minimal supervision Willingness to work weekends and participate in holiday rotation 

2+ years of technical support or hardware/software experience preferred2+ years of customer service experience preferred High school diploma or equivalent requiredPhysical Requirements Corrected vision to 20/20 Manual dexterity for computer use Ability to sit for extended periodsOccasional travel for training or project support may be required