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 2:00 am - 11:00 am 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 a 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 is highly preferred
• Posses a technical inclination, an understanding of electronics and networking (TCP/IP), browser functionality, and troubleshooting of common networking devices
• 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 are a plus
• CSEIP certification is a plus