Job Description
This is a critical role that combines customer support excellence with technical expertise, content creation, and support platform development. You'll be the first point of contact for technical inquiries, helping professional security installers solve problems, prepare pre-sales proposals, and create world-class technical documentation. You'll also support the sales team by handling overflow calls during busy periods.
What makes this role unique is the opportunity to not just use our ZOHO support platform (Desk, CRM, Assist, Omnichannel), but to actively help build it out. You'll develop self-service tools, create automations, and continuously improve how we deliver support to our customers. This role offers significant career growth potential, with a clear path to becoming a supervisor for our expanding remote technical support team.
Responsibilities: - Customer Technical Support (50% of role)
- Handle first-line technical support via phone calls, emails, and live chat
- Troubleshoot and resolve technical issues with CCTV systems, IP cameras, recorders
- (DVR/NVR), access control systems, intruder alarms, and IoT devices
- Diagnose network connectivity issues, port forwarding, IP addressing, and remote viewing problems
- Guide professional installers through product configuration and system setup
- Handle overflow sales calls when the sales team is at capacity (basic product inquiries, stock availability, order placement)
- Escalate complex technical issues to third-line support when required
- Log all support interactions accurately in our CRM system
- Maintain response time SLAs and customer satisfaction targets
- Technical Pre-Sales Support (25% of role)
- Assist the sales team with technical specifications and product recommendations
- Prepare technical proposals for customer projects
- Calculate system requirements (camera coverage, recording storage, bandwidth needs)
- Create system diagrams and technical quotations
- Provide product comparisons and competitive analysis
- Support customers in product selection based on their requirements
- Technical Documentation & Content Creation (25% of role)
- Write, test, and continuously improve product user guides and installation manuals
- Create step-by-step troubleshooting guides and FAQ articles
- Develop video tutorials and visual guides for common procedures
- Test products hands-on to ensure documentation accuracy
- Update technical specifications and datasheets
- Collaborate with product team to document new product features
- Use AI tools to draft and enhance technical content (training provided)
- Build out self-service knowledge base articles in ZOHO Desk
- Develop customer-facing help center content and FAQs
Qualifications: - Strong IT and networking knowledge - must understand TCP/IP, DHCP, port forwarding, subnet masks, DNS, VPNs, and network troubleshooting
- Experience with IP-based security systems (CCTV, access control, or similar)
- Comfortable working with Windows and basic Linux/Android systems
- Understanding of video compression standards (H.264, H.265)
- Ability to read and interpret technical specifications and wiring diagrams
- Quick learner who can master new technologies independently
- Excellent written and spoken English - must be completely fluent and articulate
- Ability to explain complex technical concepts in simple terms
- Comfortable handling both technical support and sales inquiries professionally
- Strong documentation writing skills with attention to detail
- Patient and empathetic when dealing with frustrated customers
Additional Information: - Must be willing to work full time in Eastwood QC
- M to F, 4pm to 1am
