Technical Support Agent (Access)

Description

Key Responsibilities

• Act as a customer advocate, collaborating with internal teams to resolve issues promptly
• Handle incoming cases, escalating when necessary to ensure timely resolutions
• Respond to customer inquiries via phone, chat, and email, maintaining high efficiency
• Document customer interactions and solutions in our case management system
• Keep customers informed about critical updates and system change
• Performing other duties as assigned

Skills, Knowledge & Expertise

• Proficiency in electronics, networking (TCP/IP), and a keen interest in cloud technology, SaaS, and IoT
• Strong service orientation with a passion for delivering exceptional customer experiences
• Ability to multitask, work independently, and contribute effectively to a team
• Excellent problem-solving skills and organizational/time management abilities
• A strong willingness to commit to Ownership of issues and Urgency of action
• 1+ years of call center experience in a technical setting is a plus
• Industry experience in physical security and access control is a plus
• Team-oriented with integrity, dependability, and adaptability
• Empathetic listener with stress management capabilities
• Excellent written and verbal communication skills with a knack for research
• Bilingual fluency in English and Spanish is preferred
• Familiarity with a common Help Desk Ticketing platform is a plus
• Willingness to work occasional Saturdays and/or holidays is preferred
• Employment offers are contingent upon successfully passing a background and credit check, and the ability to commit to an initial training schedule (M-F, 9 am-5 pm Eastern Time).

Why Work for Us?

• The Brivo Experience: We thrive on in-person collaboration and a "one-team" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked workspaces—ensuring you have everything you need to stay focused while building the future of security. 
• Total Rewards: We support our people with competitive medical, vision, and dental plans (including company-offset premiums), a 401k with company match, and a Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance.