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Technical Support - Video and Access Control
Arcules
2021-12-03 13:00:02
Irvine,
California,
United States
Job type: fulltime
Job industry: Call Centre / CustomerService
Job description
Technical Support- Video and Access Control
About the Company
Arcules is changing the video surveillance market and moving customers to a smarter, more reliable cloud-based solution. Our company is a technology spin-out of Canon Inc. and has seed technology from the Milestone video surveillance division. We are targeting mid-market enterprises looking to interconnect their business locations. Our technology brings video and smart building elements together and our analytics help customers make more informed decisions. Our go-to-market strategy leverages systems integration companies to get our solutions to end customers.
Arcules offers excellent benefits, including top-tier PPO & HMO medical plans, four weeks of vacation, three weeks of sick leave, 401(k) plan after three months of employment (4% company match), an on-site gym, and game pavilion, an awesome work environment and more.
Overview of the Job
The Arcules Technical Support role is responsible for technical support of our cloud-based VSaaS (Video Surveillance as a Service) and ACaaS (Access Control as a Service) products as well as developing customer relationships that promote retention and loyalty. This role will work closely with customers to ensure they are satisfied with the services they receive and to work with the product team to improve upon areas of dissatisfaction.
Responsibilities
- Learn and know the company's products inside and out; provide technical support to customers and possibly provide training on products.
- Serve as subject matter expert on access control within the support team. This includes the Arcules ACaaS product based on AXIS network door controllers as well as integrations with other access control products such as Feenics Keep.
- Responsible for creating and following policies and procedures that optimize the customer experience.
- Strategically bridging business and technology in dealing with our customers and partners
- Communicate with other internal teams to find solutions for more specific requests sent by customers (development, sales engineers, customer success, etc.)
- Other duties as assigned
Minimum Qualifications
- At least 1 ½ years of experience with on-premise or cloud-based access control products, providing both verbal and written support.
- Good general understanding of access control system configuration and related technologies and hardware components such as Wiegand, OSDP, credentials and card formats, readers, locks, supervised I/O, door controllers, etc.
- Previous experience supporting SaaS/Cloud-based applications
- Experience supporting products that require network configuration and connectivity
- Good understanding of computer systems, mobile devices, and other tech products
- Previous experience in a role that required diagnosing and troubleshooting technical issues
- Excellent problem-solving skills and the ability to work independently
Skills/Training Desired
- BS degree in Information Technology, Computer Science or relevant field (Preferred)
- Network video systems or physical security systems experience is a plus
- Experience with AXIS network door controllers is a plus
Arcules is an equal opportunity employer and makes hiring decisions without regard to an applicant's race, national origin, gender, sexual orientation, or any other protected category. Applicants must be legally authorized to work in the United States at the time of hire. Arcules is not offering work sponsorships at this time.
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