Technical Support Receptionist

Brivo, Inc.; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

Brivo, Inc. in Bangalore is seeking a Receptionist to support the Technical Support team.

You will handle high-volume calls, capture issue details, and perform warm transfers to Tech Support Agents, ensuring misrouted calls reach the right departments. This role requires technical grounding in electronics, 1+ year helpdesk experience, and strong communication to present a professional first impression to global customers.

Qualifications

• 1+ years in a technical helpdesk or hardware support role.
• Solid understanding of electronic components (Relays, Resistors, etc.), low-voltage power principles, and the ability to read circuit diagrams.
• Networking: Practical knowledge of TCP/IP, DHCP, and networking troubleshooting.
• CCNA or CompTIA Network+ certifications are a major plus.
• Education: B.E./B.Sc. in Electronics, Electrical, or Telecommunications.

Responsibilities

• Call Handling & Intake: Answer incoming calls promptly, maintaining a high volume of 30-40 calls daily per team member.
• Troubleshooting Documentation: Active-listen to customer issues, capturing detailed, accurate notes on their technical inquiries and symptoms.
• Warm Transfers: Execute seamless, warm hand-offs of qualified technical issues to available Tech Support agents with context provided.
• Call Routing: Direct misrouted or non-technical calls efficiently to the appropriate internal departments.
• Customer Care: Act as the first point of contact, providing a professional and welcoming initial impression for all incoming callers.
• High-Level Escalation: Solve complex hardware and firmware challenges, providing real-time guidance on on-site wiring, terminations, and device programming.
• Agile Queue Management: Thrive in a high-volume environment, managing a "round-robin" flow of emails and chats with precision and speed.
• Emphasize Ownership, Urgency, and Positive Persistence: Own issues that are presented to you and drive them with the urgency you would if it were you waiting for the solution.

Skills

Technical support

Customer service

Networking basics

Circuit diagrams

Education

B.E./B.Sc. in Electronics

Tools

Relays

Resistors

Low-voltage power

Circuit diagrams

Job description

Department: Technical Support

Employment Type: Full Time

Location: Bangalore

Reporting To: Rakshith A

Description

As a Receptionist supporting our Technical Support team, you are the crucial first point of contact for our customers. In this high-volume role, you will answer incoming calls, capture key details about customer issues, and perform seamless warm transfers to available Tech Support Agents. You will also ensure misrouted calls reach the correct departments efficiently while maintaining a professional and welcoming demeanor.

Key Responsibilities

• Call Handling & Intake: Answer incoming calls promptly, maintaining a high volume of 30-40 calls daily per team member.
• Troubleshooting Documentation: Active-listen to customer issues, capturing detailed, accurate notes on their technical inquiries and symptoms.
• Warm Transfers: Execute seamless, warm hand-offs of qualified technical issues to available Tech Support agents with context provided.
• Call Routing: Direct misrouted or non-technical calls efficiently to the appropriate internal departments.
• Customer Care: Act as the first point of contact, providing a professional and welcoming initial impression for all incoming callers.
• High-Level Escalation: Solve complex hardware and firmware challenges, providing real-time guidance on on-site wiring, terminations, and device programming.
• Agile Queue Management: Thrive in a high-volume environment, managing a "round-robin" flow of emails and chats with precision and speed.
• Emphasize Ownership, Urgency, and Positive Persistence: Own issues that are presented to you and drive them with the urgency you would if it were you waiting for the solution. Persist in your efforts to resolve issues - engaging with necessary resources inside and outside your team.

Skills, Knowledge & Expertise

Technical Mastery

• Education: B.E./B.Sc. in Electronics, Electrical, or Telecommunications.
• Experience: 1+ years in a technical helpdesk or hardware support role.
• The "Toolbox": Solid understanding of electronic components (Relays, Resistors, etc.), low-voltage power principles, and the ability to read circuit diagrams.
• Networking: Practical knowledge of TCP/IP, DHCP, and networking troubleshooting. CCNA or CompTIA Network+ certifications are a major plus.

Communication & Soft Skills

• Clarity: You can explain a complex electrical ground loop issue simply and professionally.
• Ownership: A "stick-to-it" mindset. You own the problem until the dealer's door locks and unlocks as intended.
• Adaptability: Comfortable toggling between high-level cloud software (SaaS) and "boots-on-the-ground" hardware issues.
• Communication: Exceptional communication skills to deal with global clientele. We're looking at folks who have managed global communications in the past.