Customer Support Specialist (Access Control)

Job Overview:

The Technical Service Representative Level I will be an integrated member of the implementation and on-call customer technical support team. This individual will have a key role in responding immediately to customers’ needs.

Duties and Responsibilities:

• Assist with the configuration and setup of equipment in support of Genea deployments
• Perform other related duties as assigned by management
• Escalate incidents to the appropriate tier level
• Provide telephone, chat, and email support to customers and tenants for troubleshooting requests & incidents
• Provide a basic level of technical assistance
• Understand the basic functionality of access control and the Genea dashboard
• Use Zendesk to log all requests & incidents including detailed information for every incident & utilize the CRM to track physical assets

Qualifications:

• Excellent verbal and written communication skills
• Ability to accurately document detailed after-hours activity and any customer incidents, including resolution
• Experience using Zendesk or other case management systems
• Strong attention to detail and desire to excel at assigned work
• Ability to work in a collaborative team environment
• Experience learning and helping others to use software/web-based applications
• Basic knowledge of IPv4 networks, VLAN, and remote connection tools
• Ability to adhere to defined processes consistently
• 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
• 1-3 years of previous technical support experience
• Experience using Microsoft Office products (Outlook, Word, Excel)
• Flexible work schedule that may include early, late, or night shifts, weekends, and holidays

Competencies:

• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Physical Demands and Work Environment:

• Utilizes computer/laptop, printer, copier, telephone
• Frequently required to sit
• Continually required to utilize hand and finger dexterity
• Frequently required to talk or hear
• While performing the duties of this job, the noise level in the work environment is usually quiet
• Continually requires vision

Compensation: $25.00-$30.00 per hour (Actual compensation may vary based on experience)