Customer Service Specialist

Job Description

We are seeking a proactive and technically skilled Customer Service Specialist to support our CCTV and surveillance product customers. The ideal candidate will provide timely assistance, technical guidance, and exceptional service to ensure customer satisfaction and product reliability. Key Responsibilities: Handle customer queries related to CCTV products via phone, email, and chat. Provide first-level technical support for CCTV cameras, DVRs, NVRs, IP systems, and associated software. Troubleshoot hardware and software issues and guide customers through problem-solving processes. Record and manage customer service tickets using CRM or service tools. Coordinate with the technical and field teams for escalations or on-site support. Educate customers on proper usage, maintenance, and best practices for CCTV systems. Follow up on customer cases to ensure resolution and satisfaction. Assist in training documentation and FAQs for common product issues. Stay up-to-date with product specifications, updates, and technological changes. Required Skills and Qualifications: Minimum 5 to 7 years experience in customer service or technical support, preferably in CCTV/surveillance industry. Basic understanding of networking, IP configurations, CCTV wiring, and system integration.