Technical Support L1 – Access Control
Genea
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $65,000 per year
Job Level
Junior
About the role
- Provide telephone, chat and email support to customers and tenants for troubleshooting requests & incidents
- 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
- Escalate incidents to appropriate level
- Perform other related duties as assigned by management
Requirements
- 1-3 years previous technical support experience within physical access control
- Basic knowledge of physical access control hardware, remote connection tools
- Knowledge of Mercury hardware, preferred
- Experience learning and helping others to use software/web-based applications
- Ability to work in a collaborative team environment
- Flexible work schedule that may include early, late or night shift, weekends and holidays
- Experience using Microsoft Office products (Outlook, Word, Excel)
- Experience using Zendesk or other case management systems
- Ability to accurately document detailed after-hours activity and any customer incidents, including resolution
- Ability to communicate and interact effectively with all levels of the internal team and customers
- Ability to perform multiple tasks and meet critical deadlines while maintaining accuracy and quality
- Excellent verbal and written communication skills
- Ability to multi-task and manage a fast-paced environment
- Strong attention to detail and desire to excel at assigned work
- Ability to adhere to defined processes consistently
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportphysical access controlMercury hardwareremote connection toolssoftware/web-based applicationsZendeskcase management systemsMicrosoft Officedocumentationincident resolution
Soft skills
collaborative team environmentflexibilitycommunicationmulti-taskingattention to detailtime managementcustomer interactionaccuracyquality focusproblem-solving