Technical Support Representative

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 remote or hybrid position and the shift will be Monday through Friday from 10:00 am to 6:30 pm EST, with an 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 product and/or service
• Record customer interactions and resolutions in a case management system

Qualifications

• 3+ years of experience in technical support call center supporting hardware/firmware and UI applications
• Fluency in English; Spanish is a plus
• Physical Access Control Systems (PACS) installation or maintenance is highly preferred
• Posses 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 for 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

The total compensation package for this full-time position includes an hourly wage range of $24.00/hr. - $29.00/hr. Individual compensation packages are based on factors unique to each candidate, including job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation (includes base salary and, where applicable, may include incentive or overtime pay), Brivonians are eligible for benefits & perks (www.brivo.com/about/careers) based on their work locations.