Technical Support Representative
Technical Support Representative
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Job Description
Summary
The Technical Support Representative interacts with Brivos 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 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
Brivo Systems LLC created the cloud-based access control and smart spaces technology category over 20 years ago and remains the global leader serving commercial real estate multifamily residential and large distributed enterprises. The companys comprehensive product ecosystem and open API provide businesses with powerful digital tools to increase security automation elevate employee and tenant experience and improve the safety of all people and assets in the built environment. Brivos building access platform is now the digital foundation for the worlds largest collection of customer facilities protecting over 600 million square feet across 60 countries. Brivo is privately held and headquartered in Bethesda Maryland USA. Learn more at .
Brivo is an Equal Opportunity/Affirmative Action Employer committed to providing an inclusive work environment. If you require reasonable accommodations during the application or interview process please contact
Required Experience:
Unclear Seniority
Employment Type
Full-Time
