VIP Technician
Job Details
Experienced
Las Vegas, NV - Las Vegas, NV
Description

THE COMPANY

DTiQ is an international Loss Prevention Technology company and the world’s leading provider of intelligent video-based surveillance and loss prevention services.

 

With over 20 years of service, enhancing over 8 million consumer experiences daily; DTiQ has over 45,000 customers including corporations and/or franchisees such as Adidas, Burger King, Hard Rock Café, KFC, McDonald’s, US Polo, and Yankee Candle to name a few.

 

If you are interested in technology, loss prevention, or hospitality, advance your career at DTiQ! We’re always seeking smart, talented, and driven individuals to work in our fun and fast-paced environment.

 

THE ROLE

A VIP Technician must possess strong written and verbal communication skills. They are expected to approach technical account management from a project management mindset, where they collect or build the documentation for the accounts they manage. They will be expected to build relationships with the individual points of contact and documenting the procedures unique to the account. This requires a high level of soft skills for internal and external customers and a willingness to work with multiple departments to ensure the customer experience is managed effectively.

Qualifications

THIS JOB IS PERFECT IF YOU CAN…

  • Use methods of effective communication with customers and other departments to make sure the accounts receive the highest level of service.
  • Creating project documentation and keeping account-level documentation up to date.
    • Points of Contact (full contact lists)
    • Unique company processes or procedures
    • Escalation processes
    • SLAs or SLOs (expected response times and ticket handling)
  • Work with Service and Installs technicians to ensure locations are set up properly from the start and are configured for a successful deployment.
  • Work with all departments within DTiQ to ensure the customers' requests are handling as quickly as possible.
  • Speak with escalated customers to ensure issues are resolved and the customers are satisfied.
  • Must be customer service oriented and believe in teamwork, collaboration, adaptability, and initiative.
  • Expert product and service support
  • Access to the highest technical resources available for problem resolution or new feature creation.
  • Attempt to duplicate problems and define root causes, using product designs, code, or specifications.
  • Once a cause is identified, the company decides whether to create a new fix, depending on the cause of the problem. New fixes are documented for use by the entire support department.
  • Maintain the highest level of technical skill and product knowledge
  • Meet SLO or SLA levels
    • Communicate to their direct report the status on a monthly basis
  • Other duties as assigned by management.

 

WHAT WE’RE LOOKING FOR

  • Masterful attention to (and execution of) details
  • Sense of urgency in completing tasks
  • A positive attitude and collaborative mindset
  • Ability to work in a fast-paced environment
  • You want to help and serve our customers
  • Outstanding communication (written and verbal) and presentation skills.
  • Detail-oriented and analytical
  • Thrive as the ultimate team player and treat everyone with respect
  • Crave a fast-moving technology environment

 

REQUIREMENTS

  • Knowledge of CCTV, Installation & Troubleshooting
  • Network+, A+ Security+ Certifications, (CCNA Preferred)
  • 4-year bachelor’s degree or relevant work experience Technical Support Call Center environment

 

 

APPLY. YES, THIS IS THE JOB FOR YOU. 

Apply