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Technical Client Support Specialist

Administrative | Kensington, MD | Full Time

Job Description

Are you an experienced IT professional who loves working with people? Are you driven to solve problems and help others? Do you want to get in on the ground floor of a fast growing, entrepreneurial minded business?

About Us

Casaplex is a fast growing technology provider that integrates cutting-edge technology into all types of smart homes and smart buildings for high-end residential, government, hospitality, education, and commercial clients. Our mission is to enhance the way we live, work, and play through the innovative use of technology.

The Role

Casaplex is currently seeking an IT professional with the perfect mix of personality and professionalism to join our Client Support Team.  The Technical Support Specialist position within the Client Support Team will be on the front lines of Client support for Casaplex Smart Home and Smart Building systems.

Technical Support Specialists will be the face of Casaplex for our high net worth and corporate clients. The primary task of this position is to respond to Client inquiries, perform troubleshooting, desktop support and maintenance of audiovisual, security, networking, IT and automation systems ​for residential and commercial clients. Additionally, the Technical Support Specialist will be responsible for managing the day-to-day schedules of all Client Support Technicians. These duties will be performed in compliance with policy guidelines and within timeframes as defined in the team’s SLAs and/or project requirements.

Responsibilities

Be responsive to our Clients, find solutions to their problems, and assist with the day-to-day operations for Casaplex’ Client Support initiatives.

Respond to Client support inquiries received through all communication channels including phone, email and social media. Troubleshoot and resolve endpoint issues in real-time. Follow-up with clients to provide status updates, ensure client satisfaction, and maintain high-levels of communication.

The Technical Support Specialist will have the opportunity to acquire specialized training on specific technology platforms and systems.

Requirements

  • Minimum (2) years of experience in the field of IT, preferably with end-user support.

  • Associates degree in Information Technology, IT-related curriculum or equivalent work experience, bachelor’s degree preferred

  • Advanced knowledge of Windows and Mac OS X environments,  computer hardware and software at an intermediate or advanced level

  • Advanced skill with Microsoft Office (Word, Excel) and Google Apps (Docs, Sheets)

  • Experienced in remote Client support including wireless LAN access, VPN, and Cable services.

  • Networking knowledge (OSI network layers, TCP/IP, VLANs, Firewalls)

  • Strong problem solving skills

  • Ability to learn new technology on the fly, and develop knowledge base articles as you resolve issues.

  • Exceptional written and oral communication skills.

  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

  • Strong documentation skills.

  • Ability to pass a comprehensive background check.

Additional Preferred Experience / Knowledge

  • Understanding technical aspects of audiovisual systems, including equipment rack fabrication, site preparation, termination and calibration of audio and video equipment

  • Strong knowledge of A/V signal flow, wiring

  • Knowledge of how to use electrical and electronic diagnostic tools.

  • Expertise with Cisco/Meraki, Crestron, Lutron, Axis, Milestone and other similar technologies

  • Previous experience in working with both commercial and residential end-users

Preferred applicants should be able to discuss examples of completed projects and provide positive references

Personal Characteristics:

  • Passion to proactively seek solutions

  • Entrepreneurship and a sense of urgency:  The successful candidate will possess a high energy level which allows them to react to situations quickly and decisively, possessing self-confidence.

  • Professional work ethic:  The successful candidate will reject setbacks and will enthusiastically persist until any problems are resolved.  The candidate will be resourceful and innovative in tackling complex issues.

  • Image and presence:  The successful candidate will have significant exposure to the Clients and industry partners alike and must project the professional image of the company, both internally and externally.

  • Accountability:  The successful candidate should be a results oriented team player who leads by example, holds themselves accountable for performance and takes absolute ownership of issues and champions all aspects of installation and support.