Customer Service Specialist | $70K-$80K + Benefits | Industry Leading Integrated Solutions Provider

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

We are seeking a Customer Support Specialist with hands-on experience in VoIP, Networking, and CCTV systems troubleshooting. The ideal candidate will have a strong technical background and the ability to provide advanced support through ticketing systems while maintaining excellent communication with both internal teams and external clients.

Responsibilities:

• Act as a technical point of escalation for support and field-related issues.
• Troubleshoot and resolve issues related to VoIP systems, network connectivity, intercom, and CCTV system performance.
• Manage and respond to support tickets via platforms such as Zendesk, Freshdesk, or similar tools.
• Collaborate with engineering and project teams to escalate and resolve persistent or complex issues.
• Document solutions and contribute to the internal knowledge base and SOPs.
• Ensure a high level of customer satisfaction by providing timely updates and resolutions.
• Identify recurring problems and recommend system enhancements or automation to improve productivity and minimize downtime.

• 3-7+ years of technical support experience in a customer-facing environment.
• Proficient in VoIP systems (e.g., SIP, PBX), basic network troubleshooting (LAN/WAN, switches, firewalls), intercom, and CCTV technologies (IP cameras, DVR/NVR systems).
• Experience/knowledge of Security systems like Access control is a plus.
• Versatile technologist familiar with various types of technologies. 
• Solid understanding of business operations and how technology can support different departments (sales, marketing, finance, etc.)
• Strong knowledge of ticketing systems and ability to prioritize based on severity and SLA.
• Excellent communication skills and customer service mindset.
• Ability to work independently, think critically, and handle multiple support cases concurrently.
• Experience with remote support tools and basic configuration interfaces.

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