City of Industry, California

POSITION SUMMARY

The Technical Support Agent assists clients with the installation and troubleshooting of primarily Hikvision products, which include, but are not limited to, video recorders, cameras, networking peripherals, software applications, and other physical security products. This is typically conducted over phone, email, specialized support platforms, and remote desktop tools. Hands-on product testing and training are often required. IP networking is a primary aspect. Travel is unusual but possible.

PRIMARY JOB FUNCTIONS

o Provide courteous and professional service over communication mediums such as phone, email, web, and other electronic platforms.

o Provide technical assistance for customers who encounter difficulties while attempting to install, setup, or use Hikvision products.

o Analyze and identify source of problems through troubleshooting with the client and advise resolutions. o Learn through hands-on product testing, with the opportunity to create training materials for both external and internal training. 

Collaborate with colleagues to identify and highlight trends in customer inquiries.

o Report and escalate any potential product issue thoroughly and comprehensibly to product management and development teams for future improvements.

o Ensure electronic records are created and updated for all customer communications and escalations. PROFESSIONAL GOALS o Ensure customers queries are responded to quickly, with the aim of resolving each issue with one-call resolution.

o Become knowledgeable and effective at product support, ultimately reducing call times and contributing to low call abandonment as a team. o Maintain low wait times while focusing on responding inquiries within timely and culturally-appropriate manner. REQUIRED QUALITIES AND CREDENTIALS

o Post-secondary degree, certificate, or diploma in electrical, computer, or other technology fields. o Must be fluent in spoken and written English. Being multilingual in Spanish or French 

• PickOrder Picker for Quick Pick dpt.
• Working 40 + hours must be flexible to work OT if needed.
• Will be picking orders from a picking list must be able to work in a fast paced environment and have the ability to meet deadlines.
• Must be able to work in small work space.
• 2nd Shift Monday – Friday some Weekends start times vary from 3-5 pm Pay 13.60

• Certified Sitdown and Electric Pallet Jack Rider needed.
• Order selector, 40 + hours must be flexible to work OT if needed.
• Completes daily forklift maintenance/check sheet Positions forks, lifting platform, or other lifting device under, over, or around loaded pallets, skids, boxes, products, or materials, and transports load to designated area
• Puts away palletized units by raising forks for placement into four or five high racks.
• Picks palletized units out of four or five high racks locations and stage for outbound shipments
• Inventories materials and records weight, counts, and condition of product via an RF System Loads or unloads materials onto or off of pallets, skids, or lifting device.
• 1st Shift Monday – Friday with Weekends 6-8 am -done $14.50 h

• Certified Sitdown Clamp Driver for receiving department 
• Completes daily forklift maintenance/check sheet Positions forks, lifting platform, or other lifting device under, over, or around loaded pallets, skids, boxes, products, or materials, and transports load to designated area
• Puts away palletized units by raising forks for placement into containers and racks.
• Picks palletized units out of four or five high racks locations and stage for outbound shipments
• 1st Shift Monday – Friday some Weekends 8 am -done $14.50 hr

• Stand Up Forklift positions in Order Pulling department.
• Will be pulling orders must know how to work a scan gun.
• Pay $15.50
• Completes daily forklift maintenance/check sheet Positions forks, lifting platform, or other lifting device under, over, or around loaded pallets, skids, boxes, products, or materials, and transports load to designated area
• Puts away palletized units by raising forks for placement into four or five high racks.
• Picks palletized units out of four or five high racks locations and stage for outbound shipments
• Inventories materials and records weight, counts, and condition of product via an RF System Loads or unloads materials onto or off of pallets, skids, or lifting device
• 1st Shift Monday – Friday some Weekends 8am-done $15 hr