Support Specialist - 365 Member Access

About the role

365 Member Access is an access control platform for gyms. When something breaks—a door reader won't scan, a member can't get in, an admin can't pull a report—it comes to support first. This role is the front door for all of that, whether it comes in as a ticket or a phone call. You'll be the person who figures out what's actually going on, fixes what can be fixed, and makes sure everything else gets to the right team with enough detail that they can act on it immediately.

Responsibilities

• Answer incoming support calls and work tickets in Jira—often both at the same time
• Triage what comes in—read it, understand it, prioritize it
• Troubleshoot live on the phone with club staff, walking them through steps on their end
• Run first-line troubleshooting on both hardware (readers, controllers, network connectivity) and software (admin portal and the backend behind it)
• Dig through logs and system output to figure out what actually happened, not just what was reported
• Resolve what you can directly, and know when to stop and escalate
• Categorize issues accurately so patterns are visible over time
• Write up escalations in Jira that contain what the next team needs—device IDs, timestamps, location, steps to reproduce, relevant log output, what you already tried
• Document phone conversations as tickets so nothing lives only in someone's head
• Communicate status back to clubs and clients so nobody's left wondering
• Flag recurring problems— if the same issue shows up ten times, that's information

Requirements

• Experience in tech support, help desk, or customer service—phone support specifically is a plus
• Comfortable talking someone through a fix over the phone, including people who aren't technical and are having a bad day
• Comfortable reading technical logs— you don't need to know the codebase, but you should be able to scan output, spot errors, and pull out the parts that matter
• Comfortable troubleshooting hardware— again, not an engineer, but able to work through "is it powered, is it online, is it configured right"
• Solid written communication— a lot of this job is writing clearly under pressure
• Good judgment on when to dig in vs. when to hand off
• Organized enough to keep dozens of open tickets straight while the phone is ringing

Qualifications

• Nice to have: Experience with access control, IoT, or connected hardware
• Experience with Jira
• Basic comfort with querying data to answer "did this actually happen"
• Gym or fitness industry background