Who We Are
Founded in 2006, IC Realtime is a leader in the digital surveillance and AV industry, serving Residential, Commercial, Government, and Military security markets. For over 20 years, we've provided cutting-edge, reliable surveillance cameras and video recorders trusted worldwide.
Our People and Values
We believe that our collaborative environment and core values are key to our success. Our values drive our daily actions:
- Integrity – Honesty and transparency in all that we do.
- Courage – Standing up for what is right, even in the face of challenges.
- Accountability – Owning our actions and making things right.
- Respect – Valuing the rights, traditions, and feelings of others.
- Excellence – Exceeding expectations and setting high standards.
Why Work for Us?
At IC Realtime, we offer competitive benefits, resources, and professional development to support your growth. Our perks include:
- Comprehensive Medical, Dental, and Vision plans
- 401(k) with a 3% safe harbor match (after the eligibility period has been met).
- Unlimited Paid Time Off policy for work-life balance
- Complimentary snacks and beverages on-site
- Growth and advancement opportunities
- A commitment to diversity so everyone can thrive
Job Summary:
We are seeking a Customer Support Engineer to provide technical support to our customer network for our CCTV/IP Surveillance products and services through various channels, including content development, customer training, and some IT duties.
Basic job duties include, but are not limited to:
- Maintaining an 'excellent' level of technical support for our customers.
- Candidates will demonstrate grace when interacting with customers while resolving technical problems spanning a range of platforms and technologies (Surveillance Hardware/Software (Mobile and Desktop), TCP/IP Networking, Customer-Provided Routers for SOHO, Web Technologies, etc.).
- Troubleshooting and/or establishing LAN / WAN connections to our products
- Install and configure our computer software and mobile applications
- Continuously learn updated industry and product knowledge regarding best practices and latest technologies
- Take incoming and make outbound support calls to assist installers and end users with configuring our product
- Troubleshooting issues with our products through our Hosted Call Center system
- Remote support as needed for field technicians to better assist with troubleshooting and product training
- Answer customer emails and maintain correspondence through sustaining support issues
- Creation of Support Documentation (Deployment Guides, Help Center Articles, and more)
- Create tickets for return items for various topics using our ERP system
Engineering Tasks Include:
- Help Center Documentation (Knowledge Articles, 'How-Tos', FAQs, etc.)
- Product Documentation (Deployment Guides)
- Advanced System Configuration (Video Analytics, PTZ Programming, etc.)
Education/ Experience:
- Bachelor's in Computer Science/Engineering, or equivalent trade certifications and work experience
- Excellent written and verbal communication
- Strong phone contact handling and active listening skills.
- Ability to multitask and context-switch effectively between different activities
- Flexible, team player, get-it-done personality
- Ability to organize and plan work independently
- Ability to work in a rapidly changing environment
Language Skills
- Ability to effectively present information and respond to questions from groups of Managers, clients, customers, and the public.
Mathematical Skills
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Reasoning Ability
- Ability to solve practical problems with a variety of concrete variables in situations where limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Other Qualifications
- Flexibility: Priorities change very quickly in this position.
- Must be able to manage multiple projects and adapt to changing situations
Job Type: Full-time
Pay: $21.00 - $23.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Ability to Commute:
- Goodyear, AZ 85338 (Required)
Work Location: In person
