Senior Technical Support Specialist

3 weeks ago


Brisbane, Queensland, Australia Dahua Technology Australia Pty Ltd Full time

Job Overview:

As a seasoned technical support specialist, you will play a pivotal role in delivering exceptional technical assistance and guidance to our valued customers. Your expertise in diagnosing and resolving complex technical issues related to our video surveillance products and solutions will contribute significantly to customer satisfaction and help them achieve optimal performance from our products.

Key Responsibilities:

  1. Provide timely and effective technical support to customers via phone, email, or other communication channels.
  2. Diagnose and troubleshoot technical issues related to Dahua video surveillance products, including cameras, recorders, and software.
  3. Guide customers in the installation, configuration, and operation of our products.
  4. Collaborate with internal teams, including R&D, to escalate and resolve complex technical issues.
  5. Document and maintain accurate records of customer interactions, inquiries, and resolutions in the ticketing system.
  6. Ensure timely communication with customers to provide updates on issue resolution progress.

Requirements:

  • Bachelor's degree in Computer Science, Electrical Engineering, or a related field.
  • Proven experience in technical support or a similar customer-facing role.
  • Solid understanding of video surveillance technologies and related networking concepts.
  • Proficiency in troubleshooting hardware and software issues.
  • Strong problem-solving and analytical skills.
  • Excellent communication and interpersonal skills with a customer-centric approach.

Benefits:

This is a full-time position based in Brisbane, Queensland. Some travel may be required for on-site support or training purposes. The estimated salary for this role is $80,000 - $110,000 per annum, commensurate with experience.



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