Technical Services Representative Level I ( Partime)

As leaders in property technology, Genea provides cloud-based physical security, submeter billing and on-demand HVAC solutions to over 1 million users across 39 countries. But Genea is more than just a workplace. We’re a mission-driven team that collaborates, innovates, and engineers the proptech solutions of tomorrow to solve the challenges of today. We pride ourselves on fostering an environment of transparency and authenticity, where you can be yourself. But don’t take our word for it. Genea's in more than 4300 locations across 45 countries.

Genea has been recognized as a Top Workplace for the last 5 years (2021- 2025) with a rating of 4.3 out of 5 stars on Glassdoor, and 4.4 stars out of 5 on AmbitionBox. Our team members love our competitive benefits, including remote work options, comfortable work-life balance, paid time off (PTO), personal and family health insurance options, paid family leave, and development/training opportunities. 

Job Overview:

The Technical Service Representative Level I(Parttime) will be an integrated member of the implementation and on-call customer technical support team. This individual will have a key role in responding immediately to customer service needs.

Duties and Responsibilities:

· Provide telephone, chat and email support to customers and tenants for troubleshooting requests & incidents

· Use Zendesk to log all requests & incidents including detailed information for every incident & utilize the CRM to track physical assets

· Assist with the configuration and setup of equipment in support of Genea deployments

· Escalate incidents to appropriate level

· Perform other related duties as assigned by management

Qualifications:

· 1-3 years previous technical support experience

· Basic knowledge of IPv4 networks, VLAN, remote connection tools

· Experience learning and helping others to use software/web-based applications

· Ability to work in a collaborative team environment

· Flexible work schedule that may include early, late or night shift, weekends and holidays

· Experience using Microsoft Office products (Outlook, Word, Excel)

· Experience using Zendesk or other case management systems

· Ability to accurately document detailed after-hours activity and any customer incidents, including resolution

· Ability to communicate and interact effectively with all levels of the internal team and customers

· Ability to perform multiple tasks and meet critical deadlines while maintaining accuracy and quality

· Excellent verbal and written communication skills

· Strong attention to detail and desire to excel at assigned work

· Ability to adhere to defined processes consistently

Competencies:

· Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

· Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

· Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

· Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

· Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Contract Duration: Through the end of the year, with the possibility of extension or conversion to a full-time role based on business needs.

Parttime working - 

• 20 hours per week (scheduled)
• PST Time:
• Saturday: 10:00 AM – 8:00 PM
• Sunday: 6:00 AM – 4:00 PM