Technical Support L1 (Access Control)

Description

• Provide telephone, chat and email support to customers and tenants for troubleshooting requests & incidents
• Escalate incidents to appropriate level
• Use Zendesk to log all requests & incidents including detailed information for every incident & utilize the CRM to track physical assets
• Assist with the configuration and setup of equipment in support of Genea deployments

Requirements

• 1-3 years previous technical support experience within physical access control
• Ability to accurately document detailed after-hours activity and any customer incidents, including resolution
• Knowledge of Mercury hardware, preferred
• Experience using Microsoft Office products (Outlook, Word, Excel)
• Ability to work in a collaborative team environment
• Ability to adhere to defined processes consistently
• Basic knowledge of physical access control hardware, remote connection tools
• Ability to multi-task and manage a fast-paced environment
• Excellent verbal and written communication skills
• Ability to communicate and interact effectively with all levels of the internal team and customers
• Strong attention to detail and desire to excel at assigned work
• Experience using Zendesk or other case management systems
• Ability to perform multiple tasks and meet critical deadlines while maintaining accuracy and quality
• Experience learning and helping others to use software/web-based applications

Benefits

• Flexible work schedule that may include early, late or night shift, weekends and holidays

Training + Development

Interview process

Visa Sponsorship

Security clearance