Hybrid Technical Support Representative na Brivo
Brivo · Bethesda, Estados Unidos Da América · Hybrid
- Professional
- Escritório em 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
