Technical Support Representative

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 2:00am - 11:00am 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 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 highly preferred
Posses a technical inclination, an understanding of electronics and networking (TCP/IP), browser functionality, and troubleshooting of common networking devices
Previous call center experience in technical environment required
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 a plus
CSEIP certification a plus

About Us

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.

Our dedication to simply better security means providing the best technology and support to property owners, managers, and tenants as they look for more from buildings where they live, work, and play. Our comprehensive product suite includes access control, smart readers, touchless mobile credentials, visitor management, occupancy monitoring, health and safety features, and integrated video surveillance, smart locks, and intercoms. Valued for its simple installation, high-reliability backbone, and rich API partner network, Brivo also has the longest track record of cybersecurity audits and privacy protections in the industry.

Brivo is privately held and headquartered in Bethesda, Maryland. Learn more at www.Brivo.com

Brivo is an Equal Opportunity/Affirmative Action Employer
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