Technical Support Agent

The Company:Deep Sentinel is a breakthrough, next-generation home security company that combines state-of-the-art technology (camera, audio, mobile interface, etc.), artificial intelligence and real human guards watching cameras in real time. No other security company does this. Whereas all other physical security solutions are either reactive (when it is often too late) or require self-monitoring, Deep Sentinel is truly proactive, intervening in potential criminal activity before it happens. Deep Sentinel is literally the only monitored home security system that can (and does!) predict then prevent burglaries before they happen. The Deep Sentinel solution is also easy to install and extremely affordable. To see how it works, visit: https://www.deepsentinel.com/how-it-works/ The company is backed by top investor Jeff Bezos and top-tier Venture Capital firms including Intel Capital, Shasta Ventures (Nest, NextDoor), Slow Ventures, UP2398, FoundersFund (Facebook) and Lux Capital. We just raised an expansion round and are prepping for growth acceleration through 2023.For more information visit: https://www.deepsentinel.com/ About the Technical Support AgentThe Technical Support Agent is responsible for diagnosis, troubleshooting, escalating to the engineering team, and handling escalations from the tech support team. The areas of technical support for our wireless and Power Over Ethernet camera systems span the typical connectivity troubleshooting, power management, and system updates to more complex issues such as advanced VPN, custom network configurations, and advanced support for our installer partners. The technical support channels include phone calls, messaging platforms, and helping customers diagnose technical issues via Zoom or other video chat. They cover the entire customer lifecycle from out-of-box requirements to initial installation to daily troubleshooting.Responsibilities:Handling customer technical support cases through telephone, webchat and email submissionEvaluating networking system and security systems through assessing compatibility of hardware with existing programsTroubleshooting networks, switches, routers, and network performance issues.Maintain client confidence by keeping their information confidentialUpdate CRM tickets and manage escalations to the engineering teamAccount maintenance of Deep Sentinel Customers. Including scheduled health checks and developing relationships with key clients. Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel.Evening and Weekend availability is requiredQualifications: 3+ years of tech support experienceExperience with remote troubleshooting Experience with HubSpot or similar CRM Help desk/Technical: 3 years1 year experience with Power Over Ethernet (POE)Preferred:3+ years of experience with advanced networking concepts: IPv4, IPv6, WiFi 2.4ghz and 5GHz, VPN, POEExperience with Linux-based operating systemsCompensation:Earn up to ₱65,000 ------------- All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law. Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours. All information will be kept confidential according to EEO guidelines. Privacy Notice & Consent We value your privacy. By submitting your information through this form, you are applying for a position at Genfinity Philippines, Inc. and voluntarily providing personal information, including your name, contact details, and resume. This information will be collected and processed solely for recruitment purposes, including evaluating your qualifications, assessing your skills, verifying your background, and contacting you about your application. Your personal data will be processed in accordance with the Data Privacy Act of 2012. You have the right to access, correct, or withdraw your data at any time. For more information, please refer to our Privacy Policy or contact our Data Protection Team at [email protected] . By submitting this form, I acknowledge that I have read and understood the above Privacy Notice and hereby give my free, informed, and voluntary consent to the collection and processing of my personal information by Genfinity Philippines, Inc. for recruitment purposes.Experience RequirementsExperienced