Access Control Support Specialist: Frontline Tech

Socket.dev; Maumelle (AR); On-site; USD 35,000 - 48,000; Full time

Job summary

365 Member Access is seeking a Support Specialist to handle front-line support for gym access control systems. You will respond to tickets and phone calls, triage issues, and guide club staff through troubleshooting steps for hardware and software problems.

The role emphasizes clear written communication, precise logging, and timely escalation when necessary, with a focus on customer experience and operational reliability.

Qualifications

• Experience in tech support, help desk, or customer service; phone support is a plus.
• Comfortable reading technical logs and spotting errors relevant to the issue.

Responsibilities

• Answer incoming support calls and work tickets in Jira.
• Triage and prioritize tickets; troubleshoot live with club staff.
• Diagnose hardware (readers, controllers, network) and software (admin portal) issues.
• Gather logs and describe steps to reproduce; escalate when needed.
• Document conversations and status updates for customers and clubs.

Skills

Tech support experience

Phone support

Log reading

Hardware troubleshooting

Written communication

Ticketing" Jira

Tools

Jira

Job description

365 Member Access is seeking a Support Specialist to handle front-line support for gym access control systems. You will respond to tickets and phone calls, triage issues, and guide club staff through troubleshooting steps for hardware and software problems.

The role emphasizes clear written communication, precise logging, and timely escalation when necessary, with a focus on customer experience and operational reliability.