• Technical Support

    Job Location US-GA-Marietta
  • Overview

    About the Role

    Our Technical Support Representatives provide telephone support for our access control and security systems to end users and dealers. The Support Representative’s objective is to provide a quality customer service experience via remote connection to troubleshoot both hardware and software components. Our Technicians strive to resolve issues and document the resolution within our ticketing system in an efficient manner that complies with our company procedures.


    Day to Day

    • Provide technical customer support for outbound calls to customers
    • Understand product line and installation process
    • Serve as a technical resource for customer’s and installation technicians in the field
    • Troubleshoot and resolve various technical support issues including both hardware and software
    • Punctuality and reliability are critical to success
    • Schedule will be Tuesday - Saturday and may occur between 8am and 8pm after initial training
    • Ensure electronic records are created and updated for all customer communications
    • Build and maintain customer facing and internal knowledge base


    Technology/System Overview

    • Low Voltage electrical experience or understanding. HVAC people have a strong understanding of low voltage. Even Ham Radio operators have a good solid working knowledge as part of the Ham test is this kind of electronics.
    • A general knowledge of databases preferably SQL. Nothing big like SQL administration or server work, just standard things like database compression and/or general db maintenance.
    • Overall customer service skills. Must be willing to talk on the phone as their primary mode of communications. I like to think of it as being able to take them home to mom and have them make a good impression.


    About our Team and Environment

    We hire hard-working, entrepreneurial people, and believe in empowering them to do great work – we welcome creative thinkers that will raise their hands when a great idea crosses their mind, or when they feel strongly about an alternative opinion (with all due respect!). We hire personable, creative thinkers and proactive problem solvers.


    We’re proud of the modern environment we’ve created for our team – an open floor plan means high opportunity for collaboration for our team, and offices are available for those roles that require more privacy in their work. You’ll never be left at the office with hunger pangs, because we keep our two kitchens stocked with refreshments and snacks to keep our amazing talent satiated! Round out the office with panoramic views that stretch from Buckhead to Downtown to Stone Mountain, we have the most impressive views in town and know you’ll love them, too.


    We try to pull away from the computer as a team, too, with bi-weekly soft-skill development gatherings, group lunch crews, lunch-and-learns, and a dedicated leadership team to make sure we’re constantly nurturing our talent development. Join the SOLTECH team and you’re in for an awesome journey of contributing to an established firm with a creative energy for growth.


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