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Technical Support Agent (Video)
Brivo
Bengaluru, IND
Full-time
Entry · 2+ years experience
Onsite
Discovered 2 weeks ago
LinuxZoho DeskJiraTCP/IPDHCPSaaS
Free
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LinuxZoho DeskJira
Key Skills for This Role
LinuxZoho DeskJiraTCP/IPDHCPSaaS
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Key Responsibilities
- High-Level Escalation: Solve Brivo Eagle Eye Video issues related to Cameras, VMS, Networks and other Video AI Issues.
- Agile Queue Management: Thrive in a high-volume environment, managing a "round-robin" flow of emails and chats with precision and speed.
- Emphasize Ownership, Urgency, and Positive Persistence: Own issues that are presented to you and drive them with the urgency you would if it were you waiting for the solution. Persist in your efforts to resolve issues - engaging with necessary resources inside and outside your team.
- Intradepartmental Collaboration: Leverage your teamworking skills to pull in resources and/or act as a resource to others within the Support team to drive solutions to complex issues.
- Dealer Advocacy: Act as the voice of our partners. Translate field-level friction into actionable feedback for our Engineering and Product teams.
- Documentation & Knowledge Base: Methodically log interactions in Zoho Desk and utilize Jira to track intricate bugs or feature requests.
- Proactive Communication: Identify emerging technical trends or system-wide updates and communicate them clearly to the dealer community.
- Cross-Functional Collaboration: Partner directly with Product and Engineering to refine Brivo’s IoT and SaaS ecosystem based on real-world diagnostic data.
Skills, Knowledge & Expertise
- Experience: 2+ years in a technical helpdesk or customer support role.
- Linux: Practical knowledge of Linux and Linux troubleshooting. Shell scripting is a Plus.
- Networking: Practical knowledge of TCP/IP, DHCP, and networking troubleshooting. CCNA or CompTIA Network+ certifications are a major plus.
Communication & Soft Skills
- Clarity: Exceptional written English. You can explain a complex electrical ground loop issue simply and professionally via chat.
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