Technical Support Receptionist

About the role

Location: Austin. As a Receptionist supporting our Technical Support team, you are the crucial first point of contact for our customers. In this high-volume role, you will answer incoming calls, capture key details about customer issues, and perform seamless warm transfers to available Tech Support agents. You will also ensure misrouted calls reach the correct departments efficiently while maintaining a professional and welcoming demeanor.

Brivo is a Great Place to Work-Certified™ company and the global leader in cloud-based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI-driven security. Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact. 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.

Responsibilities

• Answer incoming calls promptly, maintaining a high volume of 30–40 calls daily per team member.
• Active-listen to customer issues, capturing detailed, accurate notes on their technical inquiries and symptoms.
• Execute seamless, warm hand-offs of qualified technical issues to available Tech Support agents with context provided.
• Direct misrouted or non-technical calls efficiently to the appropriate internal departments.
• Act as the first point of contact, providing a professional and welcoming initial impression for all incoming callers.

Skills

• Active Listening & Technical Note-Taking
• Call Center & Phone Systems
• CRM & Ticketing Systems
• Professional/friendly tone
• Excellent communication on the phone with clients
• Efficiency & High-Volume Stamina
• Adaptability & Quick Thinking

Benefits

• Competitive medical, vision, and dental plans (including company-offset premiums)
• 401k with company match
• Accrued Paid Time Off (PTO) policy
• Communal meals
• Recurring social events
• Fully stocked workspaces

Pay

$20.00 per hour