Customer Success Representative

Customer Success Representative

Wireless CCTV, LLC (“WCCTV”) located in Richardson, Texas, is a subsidiary of Wireless CCTV Ltd originally established and located in the UK. WCCTV is the market leader for rapid deployment, mobile surveillance systems specifically designed to deliver video securely and efficiently via 4G LTE networks.

Wireless CCTV LLC prides itself on developing innovative, customer-focused products and providing world-class customer support services. The Company's range of video surveillance solutions includes:

• Rapid deployment pole cameras

• Mobile surveillance trailers

• Time lapse video services

Position:

The Company is looking for an experienced Customer Success Representative who is looking for a challenging and diverse role in a small but fast-growing business environment. You will enjoy a “hands on” role focused on providing best in class customer service by building strong customer relationships while maximizing the value of WCCTV’s products and services.

Full-time position with work hours of Monday through Friday, 8:00 am to 5:00 pm and located onsite at our U.S. headquarters in Richardson, TX. Must be able to work overtime in evenings, weekends and/or holidays on rotational basis.

Primary Responsibilities:

• Serves as the first point of contact for customers by responding to customer inquiries and providing proactive resolution of service or technical product issues resulting in long-term relationships with customers and high level of ongoing customer satisfaction. Escalate issues to internal technical staff for resolution following initial troubleshooting/fault identification
• Understand Setting up and Programming Analytics on cameras – Provide 1st/2nd level technical support
• Responsible for answering inbound phone calls and email requests from our customer base
• Ability to hold presentations with new customers – Lend support to the Partnership accounts and support remote installations in the field
• Maintains detailed records of customer interactions and transactions in the customer ticketing system ensuring resolution of all customer issues.
• Conducts client onboarding sessions with new or existing customers to include: 
• • confirmation of order, product delivery and installation dates 
  • explanation of the delivery and commissioning/decommissioning process 
  • confirmation of services purchased 
  • introduction to the monitoring station partner 
  • Verification of site security protocols with customers 
  • key points of contact within WCCTV 

• Conducts pre-installation and post installation calls with customers requesting feedback on the quality of the installation or delivery of products at their locations.
• Schedules & carries out remote and on-site training to customers while promoting further sales opportunities that may arise within the training sessions. Evaluates common areas/topics where customer questions arise and conduct refresher training as needed.
• Maintains in-depth knowledge of WCCTV products and services and identify opportunities for sales by understanding customer needs and recommending appropriate products or services.
• Assist in compiling and managing customer Cellular Data Plans and provide guidance on appropriate usage and best practices for utilizing security systems
• Assists customers with RMA/product return process to include the collection of customer equipment on site or shipment of product back to WCCTV for repair. Provides repair quotes to customers and follow-ups as needed.
• Provides internal Sales and Operations teams with ongoing support and advice related to sales orders or service inquiries ensuring all customer expectations are met.
• Provides occasional weekend and public holiday support on a rotational basis.

Qualifications:

• High school diploma or equivalent required. Associates degree in Business or related discipline preferred. Certification or formal training in customer service skills preferred.
• Minimum of 3 to 5 years of previous B2B customer or technical support experience required. Previous customer onboarding and/or product training experience preferred.
• Previous experience with CRM and/or help desk ticketing applications required. Intermediate knowledge of Microsoft Office, e-mail and related computer software required.
• Effective active listening skills and interpersonal skills required in order to resolve customer issues and escalations.
• Excellent communication skills, both verbal and written, required. Ability to relate and build rapport with customers is vital.
• Strong problem-solving skills, analytical, and demonstration of a proactive approach to addressing customer needs.
• Strong time management, organization and problem-solving skills required. Ability to work under pressure and with shifting priorities is a must.
• High attention to detail and follow-through required

Compensation & Benefits:

• Competitive pay range of $20.00 to $23.00 per hour depending on experience and qualifications.
• Company provided medical, dental, vision, short-term disability and life insurance plans.
• 10 days paid vacation (increases with length of service) + seven (7) paid Company holidays.
• 401k Plan with Company match of up to 4% and immediate vesting.

WCCTV is committed to the success of its employees and demonstrates this through our development of people. The successful candidates can expect to receive comprehensive coaching and support through detailed and ongoing internal training programs designed to help grow your own personal success in your career within the Company.

Candidates must already have a work authorization that would permit them to work in the US.

Wireless CCTV LLC is an equal opportunity employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, religion, creed, disability, genetic information, national origin, gender, gender identity and expression, age, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state, or local laws.

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