- Professional
- Bureau à Bethesda
Summary
The Technical Support Representative interacts with Brivo’s customers to handle Tier II issues and provide technical support in areas such as installations, maintenance, account and application, and third-party products support. This is a US-based (Bethesda, MD or Lehi, UT) hybrid position; the shift is Monday through Friday from 10:00 am to 6:30 pm EST, with the opportunity for occasional overtime (Saturdays and Holidays).
Responsibilities
- Serve as a customer advocate and interact with internal teams to solve issues
- Inform customers of critical issues and system updates
- Work with product and engineering teams to share customer needs for additions and/or enhancements to the product and/or service
- Record customer interactions and resolutions in a case management system
Qualifications
- 3+ years of experience in a technical support call center supporting hardware/firmware and UI applications
- Fluency in English; Spanish and/or French is a plus
- Physical Access Control Systems (PACS) installation or maintenance is highly preferred
- Possesses a technical inclination, an understanding of electronics and networking (TCP/IP), browser functionality, and troubleshooting of common networking devices
- Interest in cloud technology, SaaS, IoT
- Passionate about delivering exceptional service
- Ability to thrive in a team environment
- Creative problem-solving capabilities, ownership of issues, and excellent organization and follow-up
- Strong verbal and written communication skills
- Formal technical (IT or Electronic Security) certifications or training preferred
- CEU-qualified certifications in electronic security are a plus
- CSEIP certification is a plus
