Technical Support Representative

Found in: beBee S US - 1 week ago


Bethesda, United States Brivo Full time

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 position and the shift will be 2:00am - 11:00am EST.

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 case management system

Qualifications:

  • 3+ years of experience in technical support call center supporting hardware/firmware and UI applications
  • Physical Access Control Systems (PACS) installation or maintenance highly preferred
  • Posses a technical inclination, an understanding of electronics and networking (TCP/IP), browser functionality, and troubleshooting of common networking devices
  • Previous call center experience in technical environment required
  • 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 a plus
  • CSEIP certification a plus

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