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Technical Support Agent (Access)
Brivo
Bethesda, USA
Full-time
Entry
Onsite
USD 19-19 hourly / hour
Discovered 2 weeks ago
TCP/IPSaaSIoTHelp Desk Ticketing
Free
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TCP/IPSaaSIoT
Key Skills for This Role
TCP/IPSaaSIoTHelp Desk Ticketing
Full Job Posting
Key Responsibilities
- Act as a customer advocate, collaborating with internal teams to resolve issues promptly
- Handle incoming cases, escalating when necessary to ensure timely resolutions
- Respond to customer inquiries via phone, chat, and email, maintaining high efficiency
- Document customer interactions and solutions in our case management system
- Keep customers informed about critical updates and system change
- Performing other duties as assigned
Skills, Knowledge & Expertise
- Proficiency in electronics, networking (TCP/IP), and a keen interest in cloud technology, SaaS, and IoT
- Strong service orientation with a passion for delivering exceptional customer experiences
- Ability to multitask, work independently, and contribute effectively to a team
- Excellent problem-solving skills and organizational/time management abilities
- A strong willingness to commit to Ownership of issues and Urgency of action
- 1+ years of call center experience in a technical setting is a plus
- Industry experience in physical security and access control is a plus
- Team-oriented with integrity, dependability, and adaptability
- Empathetic listener with stress management capabilities
- Excellent written and verbal communication skills with a knack for research
- Bilingual fluency in English and Spanish is preferred
- Familiarity with a common Help Desk Ticketing platform is a plus
- Willingness to work occasional Saturdays and/or holidays is preferred
- Employment offers are contingent upon successfully passing a background and credit check, and the ability to commit to an initial training schedule (M-F, 9 am-5 pm Eastern Time).
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