Customer Service Representative | $65K-$75K + Benefits | Industry Leading Integrated Solutions Provider

You must be within commuting distance of Philadelphia for this role. And be willing to travel to the office 4-5 times a week. 

Our client is an industry-leading, award-winning integrated technology solutions provider for builders and building owners. They’ve been in business for 10+ years and are a one-stop shop for all connected building needs, including low-voltage cabling and infrastructure, network build-out, and all IP endpoints, including access control, IP cameras, Wi-Fi, and A/V. Their CEO has been featured on Fortune Magazine, acknowledging their service quality for its reliability and efficiency, and they have won the Thought Leadership Award in 2024.

Benefits:

• Dental, health, and vision insurance 
• PTO
• Retirement plan
• Quarterly performance-based bonus structure

We are seeking a detail-oriented and technically skilled Customer Service Representative (Level 2 Support) with hands-on experience in VoIP, Networking, and related systems. This role is ideal for someone who thrives in a fast-paced environment, is comfortable resolving complex technical issues, and understands the importance of exceptional client communication.

As a Level 2 support representative, you will serve as a key escalation point for advanced support issues utilizing ticketing systems, working closely with internal teams and clients, ensuring timely resolution. You’ll also play a critical role in maintaining a high standard of customer satisfaction by managing communications clearly, proactively, and professionally.

Responsiibilities

• Manage support tickets via platforms like Zendesk, Freshdesk, or similar systems, ensuring timely and accurate resolution.
• Troubleshoot and resolve complex issues related to VoIP systems, network connectivity, CCTV, intercoms, and other low-voltage technologies.
• Collaborate with internal teams, including engineering and project departments, to resolve escalated or persistent issues.
• Identify and escalate recurring problems, suggesting system improvements and automation to enhance efficiency and reduce support load.
• Document solutions and best practices, and contribute to internal SOPs and knowledge base articles.
• Monitor account health and usage trends, proactively addressing client concerns, and identifying upsell or optimization opportunities.
• Deliver a high standard of customer success and experience, building trust and long-term partnerships.

• 2-5 years of technical support experience in Network and CCTV-related issues (Low Voltage systems).
• Experience in VoIP systems (e.g., SIP, PBX), basic network troubleshooting (LAN/WAN, switches, firewalls), and intercom.
• Experience with Access Control and CCTV technologies (IP cameras, DVR/NVR systems) is a plus.
• Strong knowledge of ticketing systems and ability to prioritize based on severity and SLA.
• Versatile technologist familiar with various types of technologies. 
• Ability to work independently, think critically, and handle multiple support cases concurrently.
• Experience with remote support tools and basic configuration interfaces.

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Reach out to us at www.saas-talent.com to learn more about how we can help you.

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