Technical Support Receptionist

About Us

Eagle Eye Networks is the global leader in cloud video surveillance, delivering cyber-secure, cloud-based video with artificial intelligence (AI) and analytics to make businesses more efficient and the world a safer place. The Eagle Eye Cloud VMS (video management system) is the only platform robust and flexible enough to power the future of video surveillance and intelligence. Eagle Eye is based in Austin, Texas, with offices in Amsterdam, Bangalore, and Tokyo.

Eagle Eye Networks is a dynamic fast moving company. We value the benefits of face-to-face collaboration, and we believe it is more enjoyable and productive. The synergy of in-office interaction is critical to our culture, your presence is required in the office five days a week to keep the energy, engagement and speed going. 
Learn more at een.com.

Summary

Eagle Eye Networks is currently searching for a Full Time Technical Support Receptionist for our Austin, Texas headquarters. This individual provides positive, courteous and prompt customer service in handling customer requests and inquiries including: order entry, account and billing inquiries, and troubleshooting various customer requests.

Responsibilities

As a Technical Support Receptionist, you are responsible for handling Zoho Chats and answering calls from the Support phone queue. The Technical Support Receptionist is responsible for triaging interactions, creating support cases, and transferring customers to Support agents via all channels. Technical Support Reception provides positive, courteous, and prompt customer service and redirects clients appropriately to whomever will ultimately be providing the solution. As the Support department’s first responders, the Technical Receptionist aims for first-call resolution or else to quickly identify when it is not possible.

• Answer inbound calls and direct to relevant internal departments
• Enter and process all inbound customer requests for product support
• Answers Support phone calls, performs initial triage and solves non-technical cases, assigns cases to agents
• Assist in CRM input to ensure accurate data entry and detailed activity
• Provide professional support to sales, operations staff, and other internal departments as needed
• Participate in departmental meetings on a regular basis
• Perform other duties as assigned

Experience

• High School Diploma or equivalent
• Strong customer service orientation
• Excellent written and oral communication skills in English (Bilingual-Spanish a plus)
• Proven experience in computer applications (GSuite, MS Office) and ticket management platform (Zoho, Salesforce)

Why work for Eagle Eye?

Eagle Eye Networks is an innovative, global start-up building the only platform powerful enough to support the future of video surveillance and security. Here your voice will be heard, and talent respected. We have proven leadership and financial backing of one of the world’s premier venture capital firms. The work we do is essential in today’s world, as our systems are used to protect the health, safety, and welfare of people and property around the world. Eagle Eye is a place where you can make a difference. Bring your passion, your drive, a roll-up-your-sleeves-and-get-it-done work ethic, and a collaborative mindset. Be ready to work hard and have fun. We also have great benefits and perks.

• Medical Benefits: We offer competitive medical, vision, and dental plans. Company offsets premiums.
• Taco Tuesdays: Like breakfast tacos? You’re at the right place, because weekly breakfast tacos are provided.
• 401k plan with company match!
• Weekly Lunch: Food is love. Especially when it is free.
• Snacks: You will never go hungry.
• Culture: Innovation drives our vibe.
• Diversity: We embrace our global presence, the diverse ideas and backgrounds of our team to improve our culture, our products and grow our people and our business.

More About Eagle Eye Networks

Eagle Eye Networks is leveraging artificial intelligence on its true cloud platform to dramatically reshape the video surveillance and security industry. The Eagle Eye Cloud Video Management System (VMS) is a smart cloud video surveillance solution, purpose-built to help businesses improve safety, security, operations, and customer service. Tens of thousands of companies in more than 90 countries around the globe have moved their video surveillance to the cloud with Eagle Eye VMS. Customers, including multi-family residences, smart cities, schools, hospitals, hotels, logistics, restaurants, and retail shops trust Eagle