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Senior Technical Support Specialist (Columbia, US)


Position Summary

We are seeking an ambitious and savvy technical support specialist to join our growing team. You will learn how our product's function and pick up on the industry's latest technologies. You will use your strong communication skills while working directly with our clients and partners to provide technical assistance and customer support. As a technical support specialist, you will be able to resolve most of the inquiries on the spot, delivering an exceptional customer service experience. Through multiple channels of communication in our Ticket Management system, you will respond to queries, diagnose, and isolate problems, and determine solutions to resolve issues. This position will have a shared responsibility of extended support coverage which includes evening, night, and weekend shifts. You will report to our Technical Service & Support Manager. In the role, you will build on your customer relations skills while enhancing your technical skills working with our products, technical support, product management and engineering teams.

Role and Responsibilities

  • Serve as the escalation point for the support team, as well as handling delicate customer matters.
  • Provide technical assistance and support for incoming queries and issues related to our web application, OpenALPR, as well as our hardware products
  • Solve customer problems independently and/or in collaboration with the technical support and engineering teams
  • Gather relevant information to diagnose an issue and communicate with other teams to resolve issues
  • Serve as a subject matter expert on all of Rekor’s hardware and software solutions
  • Record events and problems and their resolution in Salesforce.
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Work within the support and field service organizations to ensure support tickets and work orders are within SLA compliance

Qualifications and Education Requirements

  • Associate’s degree in Computer Science or equivalent. Bachelor’s degree preferred.
  • 3-5+ years of experience as a help desk agent or other technical support role
  • Strong Linux experience: comfortable working through Linux Terminal and Windows Command Prompt; comfortable installing programs in Linux and Windows; experience writing Linux shell scripts from scratch
  • Solid understanding of computers systems and software applications
  • Keen attention to detail and interest in problem-solving
  • Experience in the Django admin portal or similar visualization application
  • Strong knowledge of networking
  • Knowledge of video streaming protocols and codecs (RSTP, HTTP, MJPEG, H264, etc)
  • Experience configuring network routers (port forwarding, etc)
  • Knowledge of common camera settings (shutter, ISO, resolution, etc)
  • Basic understanding of web server-client interactions including data-serialization via JSON

Preferred Knowledge, Skills and Abilities

  • Bilingual in English/Spanish is a plus
  • Ability to understand the various services offered and utilize the information to efficiently resolve user related issues
  • Strong interpersonal skills and ability to interact with varying personalities and defuse sensitive situations under pressure
  • Strong organizational and time-management skills, including ability to handle multiple tasks simultaneously Minimum of 30-35 words per minute typing skills. Proficiency in Microsoft Office and Outlook
  • Ability to perform word processing, database maintenance
  • Ability to diagnose and resolve basic technical issues
  • Customer-oriented and cool-tempered
  • Excellent communication skills
  • Other duties as assigned by management.
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