Technical Support Agent

Summary

Join Cennox as a Technical Support Agent and provide frontline support to customers, technicians, subcontractors, and internal stakeholders regarding the performance, maintenance, and service of Cennox Retail Safe Products. You will troubleshoot technical issues, order parts, create documentation, support training, track anomalies, and evaluate vendors. This role demands creativity and critical thinking to resolve complex problems. Responsibilities include daily phone and email support, documenting customer interactions, assisting with parts orders, supporting product installation and configuration, providing technical documentation, responding to after-hours calls, investigating customer issues, staying updated on product knowledge, analyzing product failures, and performing additional duties as assigned. The position requires proficiency with Linux, experience with MySQL or similar databases, and familiarity with Microsoft Office Suite. A+ or Network+ certification is preferred. Excellent communication, organizational, and problem-solving skills are essential.

Requirements

• Proficient with Linux command line
• Experience with MySQL or other relational databases
• Familiarity with Microsoft Office Suite (Word, Outlook, Excel, PowerPoint)
• Ability to learn proprietary software and internal databases
• Strong written and verbal communication
• Excellent organizational and multitasking abilities
• High attention to detail and problem-solving skills
• Customer-focused mindset
• Capable of working independently with minimal supervision
• Willingness to work weekends and participate in holiday rotation
• High school diploma or equivalent
• Corrected vision to 20/20
• Manual dexterity for computer use
• Ability to sit for extended periods

Responsibilities

• Deliver daily phone support across multiple queues
• Monitor and respond to email inquiries in departmental support folders
• Document all customer interactions and updates in service tickets
• Assist with parts orders related to technical support cases
• Support installation and configuration of company products
• Provide technical documentation to internal and external stakeholders
• Respond to after-hours voicemails on the technical support line
• Conduct deep-dive investigations into customer-reported issues
• Stay current on product knowledge and service practices
• Analyze product failures and provide technical insights for escalation
• Perform additional duties as assigned

Preferred Qualifications

• A+ or Network+ certification
• 2+ years of technical support or hardware/software experience
• 2+ years of customer service experience