Maryland Staffing
Technical Support Representative
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 and/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 The total compensation package for this full-time position includes an hourly wage range of $24.00/hr. - $27.00/hr. Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation (base salary and, where applicable, incentive or overtime pay), Brivonians enjoy a robust benefits and perks package tailored to their work location.
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 and/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 The total compensation package for this full-time position includes an hourly wage range of $24.00/hr. - $27.00/hr. Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation (base salary and, where applicable, incentive or overtime pay), Brivonians enjoy a robust benefits and perks package tailored to their work location.