Department: Technical Support
Location: Bangalore
Description
About Us
Eagle Eye Networks, a Brivo solution, is the global leader in cloud video surveillance, delivering cyber-secure, cloud-based video with artificial intelligence (AI) and analytics to make businesses more efficient and the world a safer place. The Eagle Eye Cloud VMS (video management system) is the only platform robust and flexible enough to power the future of video surveillance and intelligence. Eagle Eye is based in Austin, Texas, with offices in Amsterdam, Bangalore, Tokyo, and London.
Eagle Eye Networks is a dynamic, fast-moving company. We value the benefits of face-to-face collaboration, and we believe it is more enjoyable and productive. The synergy of in-office interaction is critical to our culture and your presence is essential for Eagle Eye Networks success. Eagle Eye Networks has recently announced a return-to-office initiative that requires employees to be in the office five days a week. Learn more at een.com
Summary
You will be joining an award winning, inclusive, and diverse team focused on enhancing each other's growth and knowledge in a supportive and open environment where creativity is encouraged and ideas are welcomed. As a Technical Support Agent at Eagle Eye Networks, you will be responsible for providing an outstanding technical support experience to our channel partners and customers. Your daily activities will range from helping customers with their first installation to coordinating and collaborating on support cases with other teams within the organization.
Responsibilities
- Overview:
As a L1 Technical Support Engineer at Eagle Eye Networks, you will be part of the team responsible for providing excellent technical support to our channel partners and customers with the goal of keeping them happy. Along the way, you will receive training about our video management systems, cool camera technologies, advanced analytics, IP networking, cloud infrastructure and a lot more. Every day is different and can be challenging, but very rewarding. There are also opportunities to move up within the team or move to another department within the company.
Your activities can range from helping customers to get their system up & running, helping to configure IP and Analog camera systems, investigating problems with cameras or Eagle Eye cloud software, to coordinating support cases with other teams within the organization. All in all, you will be the person responsible for keeping our customers and partners happy!
On a daily basis, your tasks will consist of providing support via the telephone or email to our customers and partners worldwide. Eagle Eye Networks is based in Austin, TX and is continuing to grow in Europe, the Middle East, Africa and India as well as many countries in Asia. We provide 7/24 support between our teams in Austin and Amsterdam which means you may also be taking calls/responding to emails from Europe during the afternoon or assisting our customers in Asia in the evening before handing off to the support team in Amsterdam.
We expect you to gain excellent product knowledge and grow in your customer service skills. This will be done through various product trainings and your own personal experiences. You will be offered a free home video surveillance solution, which will help you understand the end user experience.
- Responsibilities include:
- Answering phone calls and taking care of incoming tickets, emails and chats
- Managing open support cases within the organization and finding a solution or workaround to maintain customer satisfaction
- Providing technical support assistance for the Inside Sales team channel partners
- Reporting, escalating, and keeping track of the activity in our service desk software Zoho Desk
Required experience
- 2+ year of relevant experience is a plus.
- Fluent in English (verbal and written) - Spanish is a plus but not required.
- Good communication.
- Ticket management skills required.
- Solid knowledge of IP network architecture.
- Demonstrable experience where customer care has played a key role.
- Demonstrable experience in providing support for technical products/services.
Why work for Eagle Eye
Eagle Eye Networks is an innovative, global start-up building the only platform powerful enough to support the future of video surveillance and security. Here your voice will be heard, and talent respected. We have proven leadership and financial backing of one of the world's premier venture capital firms. The work we do is essential in today's world, as our systems are used to protect the health, safety, and welfare of people and property around the world. Eagle Eye is a place where you can make a difference. Bring your passion, your drive, a roll-up- your- sleeves- and- get- it- done work ethic, and a collaborative mindset. Be ready to work hard and have fun. We also have great benefits and perks.
- Medical Benefits: We offer competitive medical plans which is sponsored by the employer.
- Snacks: You will never go hungry.
- Culture: Innovation drives our vibe.
- Diversity: We embrace our global presence, the diverse ideas and backgrounds of our team to improve our culture, our products and grow our people and our business.
- PTO: Salaried employees with Eagle Eye are enititled to 15 days of PTO, 6 days of Sick Leaves and 6 days of Casual Leaves.
