Technical Support Representative
Brivo Systems LLC is a motivated and fast paced company. Brivo drives the industry in new technology and even newer processes. We take pride on being the best, and are driven by making sure our customers are completely satisfied with each and every encounter.
Technical support is a front-line opportunity for individuals who posses the ability to start, follow-through, and complete tasks without supervision. Each technical representative is a direct reflection upon Brivo, and we are only looking for individuals who can portray Brivo’s highest level of standards as well as keep up with the advanced pace that Brivo is known for.
Responsibilities:
- 1st level support for Brivo Customers via phone and email, including:
- Installation and Maintenance support
- Troubleshooting
- Account and application support
- Pre-sales support
- Peripheral testing and support
- User/Account management
- Escalate any issue unknown or unresolved to senior personnel and/or other departments tasked with issue resolution
- Assist customers in a Cradle-to-Grave fashion
- Log every contact with customers in the Brivo Operations Ticketing System
- Maintain an active, organized, and healthy workspace
- Protect the integrity of Brivo’s secure infrastructure
- Provide communication to Senior Management and Product Development regarding needs for additions or enhancements to Product and/or Services offerings.
- Assist other Brivo departments with other issues as needed
Skills Required:
- Retain composure in stressful situations
- Ability to multi-task in relationships with Customers, End Users, and Brivo employees
- Ability to relate to multiple personalities
- Communication both Internal and External to the Company (oral and written)
- Ability to organize, manage, and track events
Experience Required:
- 3+ years Helpdesk or Call Center support
Experience Desired:
- Electronic Security equipment installation experience
- Manufacturing experience
Computer Proficiency:
- High level understanding of the Microsoft Platform Required
- Administrative level understanding of common networking Preferred
- Expert level understanding of browser functionality Preferred
Education:
- High School Diploma Required
- Some College Preferred
- Formal Technical (IT/Electronic Security) Certifications/Training Preferred
Other:
- Flexible Scheduling Required
Reports to:
- Manager of Technical Support
