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Client Support Specialist

2 months ago

Bethesda, Maryland, United States Brivo Full time
Job Overview

Position Summary

As a vital member of our Customer Support division, you will interact with clients to resolve fundamental technical challenges and offer insights regarding Brivo's offerings. This position operates remotely within the second shift schedule: Monday to Friday, from 11:30 am to 8:00 pm EST. We encourage applications from candidates based in the United States, whether local, hybrid, or fully remote.

Key Responsibilities

  • Serve as a customer advocate, working closely with internal departments to ensure swift issue resolution.
  • Manage incoming inquiries, escalating issues as needed to guarantee prompt solutions.
  • Address customer questions through various channels including phone, chat, and email, while maintaining high productivity.
  • Record customer interactions and resolutions in our case management system.
  • Keep clients updated on significant changes and system updates.

Required Qualifications

  • A minimum of 1 year of experience in a call center environment, particularly in a technical role.
  • Experience in the physical security and access control industry is advantageous.
  • Knowledge of electronics, networking (TCP/IP), and a strong interest in cloud technology, SaaS, and IoT.
  • A strong service mindset with a commitment to providing outstanding customer experiences.
  • Ability to handle multiple tasks, work autonomously, and effectively collaborate within a team.
  • Excellent problem-solving abilities, organizational skills, and a sense of ownership over issues.
  • Team-oriented with qualities of integrity, reliability, and flexibility.
  • Empathetic listening skills with the ability to manage stress effectively.
  • Exceptional written and verbal communication skills, along with strong research capabilities.
  • Bilingual proficiency in English and Spanish is a plus.
  • Familiarity with Salesforce or similar CRM systems is beneficial.
  • Willingness to work occasional weekends and/or holidays is preferred.
  • Employment offers are contingent upon successfully passing a background and credit check, as well as the ability to commit to an initial training schedule.

Compensation and Benefits

The anticipated total compensation package for this full-time, non-exempt role includes a base pay rate of $20.00 per hour. Individual compensation packages are determined by factors unique to each candidate, including job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation, Brivo employees are eligible for benefits and perks based on their work locations.

About Brivo

Brivo, Inc. pioneered the cloud-based access control and smart spaces technology sector over two decades ago and continues to be the global leader serving commercial real estate, multifamily residential, and large distributed enterprises. The company's extensive product ecosystem and open API equip businesses with powerful digital tools to enhance security automation, improve employee and tenant experiences, and ensure the safety of all individuals and assets within the built environment. Brivo's building access platform serves as the digital foundation for the largest collection of customer facilities worldwide, safeguarding over 600 million square feet across more than 60 countries. Brivo is privately held and headquartered in Bethesda, Maryland.

Brivo is an Equal Opportunity/Affirmative Action Employer.