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 (Bethesda, MD or Lehi, UT) hybrid position; the shift is Monday through Friday from 10:00 am to 6:30 pm EST, with the opportunity for occasional overtime (Saturdays and Holidays).
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 the product and/or service
- Record customer interactions and resolutions in a case management system
Qualifications
- 3+ years of experience in a technical support call center supporting hardware/firmware and UI applications
- Fluency in English; Spanish or French is a plus
- Physical Access Control Systems (PACS) installation or maintenance is highly preferred
- Possesses 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 about 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
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What We Do
Brivo is the global leader in mobile, cloud-based access control for 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. Having created the category over twenty years ago, our building access platform is now the digital foundation for the largest collection of customer facilities in the world, trusted by more than 25 million users occupying over 300M square feet of secured space in 42 countries.
