Technical Support L1 (Access Control)

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