Technical Support Representative

The Technical Support Representative will be a proactive individual who thrives in an autonomous environment, demonstrates a strong sense of ownership, and can quickly grasp new concepts, all with a customer-centric mindset.

• Customer Support: Respond to customer inquiries via phone, email, or chat in a timely and professional manner. Diagnose, troubleshoot, and resolve hardware and software issues related to Wavelynx products, including readers, control panels, and associated integrations. Escalate appropriate customer issues to senior support staff or engineering in a timely manner. Perform remote diagnostics and troubleshooting using remote access tools. Manage and track RMA (Return Merchandise Authorization) processes
• Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
• Diagnose, troubleshoot, and resolve hardware and software issues related to Wavelynx products, including readers, control panels, and associated integrations.
• Escalate appropriate customer issues to senior support staff or engineering in a timely manner.
• Perform remote diagnostics and troubleshooting using remote access tools.
• Manage and track RMA (Return Merchandise Authorization) processes
• Technical Expertise: Provide detailed technical guidance on product installation, configuration, and operation. Assist with firmware updates, API integration, and system compatibility checks. Collaborate with engineering and product teams to resolve complex issues and ensure continuous improvement of products.
• Provide detailed technical guidance on product installation, configuration, and operation.
• Assist with firmware updates, API integration, and system compatibility checks.
• Collaborate with engineering and product teams to resolve complex issues and ensure continuous improvement of products.
• Documentation and Reporting: Document customer interactions, troubleshooting steps, and resolutions in the support system. Contribute to the development and maintenance of technical knowledge bases, FAQs, and support guides. Report recurring issues or product bugs to the appropriate teams for further analysis.