Technical Support Representative Level I

About the role

We are seeking a Technical Support Representative - Level I to join our team. This role involves troubleshooting, data entry, and strong communication and customer service skills.

Responsibilities

• Handle incoming phone calls and support tickets for access card activations, deactivations, and modifications
• Adjust and maintain access control lock/unlock schedules per client requests
• Manage visitor entry systems, including Doorking, SES, and AlphaTouch
• Perform data entry to update alarm call lists, visitor lists, and system information
• Use analytical thinking to troubleshoot access control systems with the clients or technicians in the field
• Generate and provide reports to customers
• Accurately document customer interactions

Requirements

• High school diploma or equivalent
• Strong problem solving and troubleshooting abilities
• Excellent data entry skills and attention to detail
• Outstanding customer service and communication skills, both verbal and written
• Ability to multi-task and work efficiently in a fast-paced environment
• Proficiency in using computer systems and software applications
• Previous call center, helpdesk, and/or customer service experience preferred

Qualifications

• Willingness to submit to a drug screening and criminal background check

Skills

• Technical support
• Data entry
• Customer service
• Troubleshooting

Benefits

• Choice of Medical Insurance plans
• Choice of two Dental Insurance Plans
• Vision Insurance
• Medical and Dependent FSA Accounts
• Employer-paid 50K life insurance
• 401K Plan with discretionary employer contribution
• Employee Assistance Program
• Commuter and Parking Benefit
• Voluntary life, Short-term Disability and Long-term Disability Insurance
• Voluntary portable Accident, Critical Illness Insurance
• Paid holidays, vacation, sick and personal leave

Pay

$20-22/hour

Schedule

3 - 11 pm Tuesday - Saturday or Sunday - Thursday