Technical Support Representative

SUMMARY: Position provides technical support to consumer and law enforcement customers.  This includes answering general productquestions, IT assistance, troubleshooting, facilitating returns, providingsupport, problem solving, SQL Server inquiries, etc. This position’s main responsibilityis to provide technical support to customers. Creating and fulfilling sales orders or educating the public about our product will be secondary.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may beassigned.

Telephone support for customers with company products and software. Take lead in troubleshooting and solving technical problems for customers.

Coordinate RMA process for returned units.

Assist customers, partners, and vendors.

Ensure office phones are answered during business hours. Coordinate breaks & holidays with customer service staff so phones are always covered.

Utilize NetSuite CRM to track customer support and information requests. Ensure atimely response to all requests for assistance.

Travel & assist customers with set up of large networks and software downloads forpolice departments.

Diagnose issues with SQL Server Databases and provide solutions.

Proficiency with VIEVU's VERIPATROL Software.

QUALIFICATIONS: To perform this job successfully, an individual must be familiar with: Microsoft Server 2003 and 2008, Microsoft SQLServer, Server/Client networks, Windows 2000, XP, Vista, WindowsMedia Player. Some experience with Mac OSX is a plus.

EDUCATION and/or EXPERIENCE: An Associate’s degree, 2 years prior experience in customer service/tech support, OR a combination of education and experience that equals 2 years is required.

LANGUAGE SKILLS: Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Fluency in a second language a plus.

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to sit for long periods of time utilizing a phone headset. In addition, the employee will regularly travel requiring long periods of sitting.

WORK ENVIRONMENT: VIEVU is a start up company that has many opportunities for futuregrowth and career advancement.