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Customer Service Representative

2 months ago

Bethesda, Maryland, United States Brivo Systems LLC Full time

About the Role

We are seeking a highly skilled and customer-focused Technical Support Specialist to join our team at Brivo Systems LLC. As a key member of our Customer Service team, you will play a critical role in delivering exceptional customer experiences and ensuring the success of our clients.

Key Responsibilities

  • Customer Advocacy: Act as a customer advocate, collaborating with internal teams to resolve technical issues promptly and efficiently.
  • Case Management: Handle incoming cases, escalating when necessary to ensure timely resolutions and maintain high customer satisfaction.
  • Communication: Respond to customer inquiries via various channels, maintaining high efficiency and professionalism.
  • Documentation: Document customer interactions and solutions in our case management system, ensuring accurate and up-to-date information.
  • Knowledge Sharing: Keep customers informed about critical updates and system changes, providing valuable insights and expertise.

Requirements

  • Technical Experience: 1+ years of call center experience in a technical setting is required, with a strong understanding of electronics, networking (TCP/IP), and cloud technology.
  • Industry Knowledge: Industry experience in physical security and access control is a plus, with a keen interest in SaaS and IoT.
  • Soft Skills: Strong service orientation, excellent problem-solving skills, and the ability to multitask and work independently.
  • Language Skills: Bilingual fluency in English and Spanish is a plus, with excellent written and verbal communication skills.
  • Education and Certifications: Familiarity with Salesforce or similar CRM platforms is a plus, with a willingness to learn and adapt to new technologies.

About Us

Brivo Systems LLC is a global leader in cloud-based access control and smart spaces technology, serving commercial real estate, multifamily residential, and large distributed enterprises. Our 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.