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Client Support Specialist

2 months ago

Bethesda, Maryland, United States Brivo Full time
Job Overview

Position Summary

As a member of our Customer Support division, you will interact with clients to resolve fundamental technical challenges and offer insights regarding Brivo's offerings. This role operates remotely during the second shift, ensuring flexibility for various work arrangements.

Key Responsibilities

  • Serve as a client advocate, working closely with internal departments to address issues efficiently.
  • Manage incoming support requests, escalating as needed to guarantee prompt resolutions.
  • Address customer inquiries through various channels, including phone, chat, and email, while maintaining high productivity.
  • Record customer interactions and solutions in our case management system for future reference.
  • Keep clients updated on significant changes and system updates.

Required Qualifications

  • A minimum of 1 year of experience in a technical call center environment is essential.
  • 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 is preferred.
  • A commitment to exceptional customer service and a passion for enhancing customer experiences.
  • Ability to handle multiple tasks, work autonomously, and contribute positively to a team.
  • Strong problem-solving capabilities, organizational skills, and accountability for issues.
  • Team-oriented mindset with qualities of integrity, reliability, and adaptability.
  • Effective listening skills and the ability to manage stress in challenging situations.
  • Outstanding written and verbal communication skills, along with research proficiency.
  • Bilingual proficiency in English and Spanish is a plus.
  • Familiarity with Salesforce or similar CRM systems is beneficial.
  • Willingness to work occasional weekends and holidays is preferred.
  • Employment is contingent upon 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 for this full-time, non-exempt role includes a base pay rate of $20.00 per hour. Individual compensation packages are tailored based on unique candidate factors, including skills, experience, qualifications, and market conditions. In addition to cash compensation, employees are eligible for various benefits and perks based on their work arrangements.

About Brivo

Brivo, Inc. pioneered the cloud-based access control and smart spaces technology sector over two decades ago and continues to lead the market, serving commercial real estate, multifamily residential, and large distributed enterprises. Our extensive product ecosystem and open API empower businesses with advanced 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 is the digital backbone for numerous customer facilities globally, safeguarding over 600 million square feet across more than 60 countries. Brivo is a privately held company headquartered in Bethesda, Maryland.