As a Technical Support Representative (TSR), your primary responsibility will be to answer incoming calls and actively resolve end user requests. This requires multitasking, excellent customer service skills, and documentation. TSRs are expected to troubleshoot issues, research problems, and walk customers through step-by-step solutions. Solutions include, but are not limited to the following: network configuration and troubleshooting, resolving authentication issues, troubleshooting software and hardware, all while clearly communicating in a user friendly and professional manner.

Skills/Qualifications:

• Comptia Network+, Comptia A+ or comparable certifications and/or equivalent knowledge and experience.
• Ability to demonstrate practical knowledge and familiarity with fundamental network protocols and functions.
• Experience configuring and troubleshooting industry standard network equipment.
• Experience working with remote access tools such as Logmein and VNC.
• 2+ years working with Windows XP and Windows 7.
• Working knowledge of Mac OS X.
• 2+ years’ experience with hardware maintenance and support (preferably Dell and HP).
• Experience with mobile devices including iPhone, iPad, and Android based devices.
• Strong analytical, organizational, and multi-tasking skills.
• Strong written and verbal communication skills with an emphasis on attention to detail.
• All other duties as assigned

Requirements:

• Provide the highest levels of effective customer support to business owners and their staffs in the use of DTT’s proprietary surveillance solutions.
• Ensure electronic records are created and updated for all customer communications.
• Maintain and update documentation for all assigned projects and systems.
• Requires the dedication of highly motivated individuals eager to work in a dynamic, fast-paced environment.
• Punctuality and reliability are critical to success.
• Work hours may include nights and weekends and schedule flexibility is required.

DTiQ combines intelligent video, advanced analytics, and expert services to deliver an unparalleled performance improvement solution to over 45,000 customers in the retail, restaurant, and convenience store industries.   With nearly 400 employees globally and counting, DTiQ is in growth mode and expanding internationally, most recently in Canada and Western Europe.

DTiQ is looking for a self-motivated, professional billing manager who can not only handle daily transaction volume of customer invoicing, including special requirements that must be maintained with VIP customers, but can also proactively work with the CFO, IT department and other cross-functional teams as necessary on how to improve and automate the billing function to ensure a higher level of accuracy and enable an enhanced level of automation to improve scalability.   The billing manager will also be responsible for interfacing with customers on a frequent basis.

Given the importance of the billing function to the overall customer experience, the role will initially report to the CFO.  However, over time the function may be rolled into an overarching AR function or the corporate controllership.

Key responsibilities of the role include:

• Management of Global invoicing for all customers
• Continuous process improvement, partnering with internal functions such as IT and Sales, as well as external partners (ERP consultants, etc.)
• Interfacing and developing relationships with customers
• Plan and implement quality workflows for all billing processes
• Manage customer problem escalation while offering excellent customer service to the internal and external customer

Qualification

• Must possess exceptional organizational and time management skills
• Excellent attention to detail with the ability to recognize discrepancies
• Excellent communication skills both written and verbal
• Experience with SaaS/cloud- based billing applications such as Invoiced.com or NetSuite tools and applications

The ideal candidate possesses the following experience and skills:

• Hands-on, process-oriented approach
• Experience with high-volume transactional environments
• Proven ability to perform strategic planning and priority setting for a billing department
• Ability to manage multiple projects concurrently while working independently in a rapidly changing environment
• Ability to develop a strong billing team as well as partner with cross- functional teams.
• Experience working in a changing environment

DTiQ is looking for a Digital Marketing & Operations Manager to help drive the strategy, execution and management of the sales CRM (SFDC) and marketing automation system (Pardot). In this role, you will report to the VP of Marketing and support the sales and marketing operations functions, as well as the marketing demand generation function. You will execute and support a variety digital campaigns.

Responsibilities

• Work with sales and marketing leadership to set up proper lead flow process
• Pull data for and consolidate a wide variety of marketing reports
• Create and streamline reports and analyze data to discover potential opportunities to improve campaigns
• Develop and implement weekly cadence of reporting for SEM, Email and other channels
• Oversee execution all digital communications with prospect and customer base, including a variety of product-based drip and nurture campaigns
• Oversee digital execution of specific campaigns, such as webinars
• Manage CRM and marketing automation system
• Proactively seek campaign results to inform future work

Requirements

• 5+ years’ experience working in a digital marketing/marketing ops role at a B2B (ideally tech) environment with knowledge of online, offline, and direct response marketing principles
• Ability to multi-task within a fast-paced environment and manage several priorities simultaneously
• Ability to demonstrate collaboration and communication skills in dealing effectively with various teams/departments across an organization
• Dedication to detail and accuracy
• Team player who can also work independently
• Experience using Pardot and SFDC
• Job based in Framingham, MA