IT Support Specialist | $65K-$75K + Benefits | Industry Leading Integrated Solutions Provider
Company Description
You must be within commuting distance of Philadelphia for this role. And be willing to travel to the office 4-5 times a week.
Our client is an industry-leading, award-winning integrated technology solutions provider for builders and building owners. They’ve been in business for 10+ years and are a one-stop shop for all connected building needs, including low-voltage cabling and infrastructure, network build-out, and all IP endpoints, including access control, IP cameras, Wi-Fi, and A/V. Their CEO has been featured on Fortune Magazine, acknowledging their service quality for its reliability and efficiency, and they have won the Thought Leadership Award in 2024.
Benefits:
- Dental, health, and vision insurance
- PTO
- Retirement plan
- Quarterly performance-based bonus structure
Job Description
We are seeking a detail-oriented and technically skilled Customer Service Representative (Level 2 Support) with hands-on experience in VoIP, Networking, and related systems. This role is ideal for someone who thrives in a fast-paced environment, is comfortable resolving complex technical issues, and understands the importance of exceptional client communication.
As a Level 2 support representative, you will serve as a key escalation point for advanced support issues utilizing ticketing systems, working closely with internal teams and clients, ensuring timely resolution. You’ll also play a critical role in maintaining a high standard of customer satisfaction by managing communications clearly, proactively, and professionally.
Responsiibilities
- Manage support tickets via platforms like Zendesk, Freshdesk, or similar systems, ensuring timely and accurate resolution.
- Troubleshoot and resolve complex issues related to VoIP systems, network connectivity, CCTV, intercoms, and other low-voltage technologies.
- Collaborate with internal teams, including engineering and project departments, to resolve escalated or persistent issues.
- Identify and escalate recurring problems, suggesting system improvements and automation to enhance efficiency and reduce support load.
- Document solutions and best practices, and contribute to internal SOPs and knowledge base articles.
- Monitor account health and usage trends, proactively addressing client concerns, and identifying upsell or optimization opportunities.
- Deliver a high standard of customer success and experience, building trust and long-term partnerships.
Qualifications
- 2-5 years of technical support experience in Network and CCTV-related issues (Low Voltage systems).
- Experience in VoIP systems (e.g., SIP, PBX), basic network troubleshooting (LAN/WAN, switches, firewalls), and intercom.
- Experience with Access Control and CCTV technologies (IP cameras, DVR/NVR systems) is a plus.
- Strong knowledge of ticketing systems and ability to prioritize based on severity and SLA.
- Versatile technologist familiar with various types of technologies.
- Ability to work independently, think critically, and handle multiple support cases concurrently.
- Experience with remote support tools and basic configuration interfaces.
Additional Information
About SaaS Talent
SaaS Talent is more than just a recruiting company. We're your hiring, business development and growth partner with 20+ years of experience in SaaS and Hi-Tech that helps you scale and transform your business. We've worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you're struggling to grow, we're an ideal choice.
Reach out to us at www.saas-talent.com to learn more about how we can help you.
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