Hotline Technical Support Engineers within Hikvision UK Limited play a pivotal role in the support of distributors, integrators and installers to ensure difficulties and problems with Hikvision products and solutions are resolved in a timely and appropriate manner. By providing this important support, this also ensures that Hikvision business performance and reputation are healthy to help create sustained business growth.
Responsibilities
- Provide support via phone and e-mail to distribution partners and installers in UK & Ireland on Hikvision products efficiently and accurately.
- Research and explain possible solutions and/or alternatives; ensuring that clients feel supported and valued and their needs are addressed whilst adhering to all company policies and procedures.
- Help and support with testing products; and report the results to your line manager.
- Maintain and develop the company’s CRM system by insuring all data relating to customers and support tickets are accurate and up to date.
- Attend regular training and meetings to maintain and expand knowledge and performance level.
- Understand and strive to meet or exceed Hotline Team targets while providing excellent consistent customer service.
Knowledge and Skills
- IT network design skills, knowledge and experience
- IT troubleshooting skills, knowledge and experience
- IP CCTV system design skills, knowledge and experience (desirable)
- IP CCTV troubleshooting skills, knowledge and experience (desirable)
- Analogue CCTV system design skills, knowledge and experience - desirable for existing systems and migration) (desirable)
- Analogue CCTV system troubleshooting skills, knowledge and experience - desirable for existing systems and migration) (desirable)
- Door Entry System Design skills, knowledge and experience (desirable)
- Door Entry System troubleshooting skills, knowledge and experience (desirable)
Competences
- A good team player who is able to work with other team members to achieve team targets
- Good communication skills as well as interpersonal skills to understand customers’ needs and meet their expectations
- Good problem solving skills and resilience
