Overview- The Access Control - Technical Services and Support L1 will be an integrated member of the Security Support and Services team. This individual will have a key role in responding immediately to customer service needs.
Job Title: Technical Support L1
Department: Operations
Reports to: Manager, Security Services and Support
Experience: 2-3 years
Location: India-Remote
Duties and Responsibilities:
- 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
Qualifications:
- 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
Perks and benefits we offer:
✨Work Your Way: Enjoy a flexible working environment that suits your lifestyle.
✨Time Off: 24 days of PTO and 10 holidays to unwind and pursue your passions.
✨Comprehensive Leave Options: Including maternity, paternity, adoption, wedding, and bereavement leaves to support you during important life events.
✨ Health & Safety First: Benefit from family health insurance and personal accident coverage beyond your CTC.
✨Top Workplace Honors: Celebrated as a Top Workplace from 2021 to 2025.(5yrs)
✨Balanced Workweek: Embrace a balanced life with our 5-day work schedule
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