Technical Support Specialist II 8/27/2016

Tyco Fire and Security Fishers, IN

Tyco Fire and Security
Job Classification
Full Time
Company Ref #
Fishers, IN
Mid-Career (2 - 15 years)
Job Type
Bachelors Degree
AJE Ref #


The Company Exacq Technologies is a developer of surveillance video management software and servers for analog, IP, and hybrid camera systems. Our diverse and innovative products are leaders in the IP video industry, which has grown 100% in the last three years and is projected by analysts to grow 200% in the next three years. Exacq Technologies recently became part of Tyco Security Products. We are excited about the opportunities we will now have to use the companys additional resources to help expand our brand globally. A casual work environment and highly competitive compensation with benefits are provided to self-motivated, results-driven employees.

Job Description
Responds and provides excellent support to a broad base of customers seeking technical assistance associated with the full range of Exacq products via phone and email. Initiates and executes trouble-shooting associated with Exacq hardware and software. Then defines and effectively communicates the recommended solution to the customer or dealer. Records key points of this process into Technical Support database that can later be used for data analysis.

Responsibilities include:
Ensure a high level of pre-sales and post-sale satisfaction with exacqVision products via telephone and e-mail communication with customers
Researches and communicates technical problems associated with all Exacq products, and resolves warranty issues, then effectively communicates recommended solutions back to the customer
Records key data into a Technical Support database that can later be effectively used by other Support Specialists or by Marketing, Engineering, Quality, or other business units within Exacq for data analysis
Keep customer informed of how and when problems are resolved
Support sales and customer applications
Test and/or document Exacq products
Required Skills/Qualifications:
AS or BS (or equivalent experience) in Computer Science, Electrical Engineering, Information
Technology or related field
Experience with MS Windows, Linux (Ubuntu), and PC platform
Advanced experience with computer networking
Ability to calmly and concisely communicate with customers
Ability to work with minimal supervision
Other desirable skills:
Experience with digital video capture, compression, or streaming
Experience with CCTV security video systems
Relevant job experience
Advanced Ubuntu Linux experience
Spanish Fluency