In-Office Tech Support Agent — Cloud & IoT

Brivo, Inc.; Bethesda (MD); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Medical, Vision, Dental plans

401k with company match

Unlimited PTO

Job summary

Brivo is seeking a Technical Support Agent (Access) for our Bethesda, MD office. You will troubleshoot basic technical issues related to access control and Brivo’s cloud-enabled products, serving as a customer advocate across phone, chat, and email channels.

As a daytime in-office contributor, you will document interactions, prioritize cases, and collaborate with internal teams to ensure prompt resolutions.

Qualifications

• Proficiency in electronics, networking (TCP/IP), and a keen interest in cloud technology, SaaS, and IoT.
• Strong service orientation with a passion for delivering exceptional customer experiences
• Ability to multitask, work independently, and contribute effectively to a team
• Excellent problem-solving skills and organizational/time management abilities
• Willingness to own issues with urgency of action
• 1+ years of call center experience in a technical setting is a plus
• Industry experience in physical security and access control is a plus
• Team-oriented with integrity, dependability, and adaptability
• Empathetic listener with stress management capabilities
• Excellent written and verbal communication skills with research
• Bilingual fluency in English and Spanish is preferred
• Familiarity with a common Help Desk Ticketing platform is a plus
• Willingness to work occasional Saturdays and/or holidays is preferred
• Background and credit check required and initial training schedule (M-F, 9am-5pm ET)

Responsibilities

• Act as a customer advocate, collaborating with internal teams to resolve issues promptly
• Handle incoming cases, escalating when necessary to ensure timely resolutions
• Respond to customer inquiries via phone, chat, and email, maintaining high efficiency
• Document customer interactions and solutions in our case management system
• Keep customers informed about critical updates and system change
• Performing other duties as assigned

Skills

Electronics

Networking TCP/IP

Cloud tech

SaaS

IoT

Customer service

Multitask

Problem solving

Time management

Ownership/Urgency

Call center experience

Security/Access control

Teamwork

Communication

Bilingual English/Spanish

Help desk ticketing

Weekend/holiday availability

Background/credit check

Tools

Help Desk Ticketing Platform

Job description

Brivo is seeking a Technical Support Agent (Access) for our Bethesda, MD office. You will troubleshoot basic technical issues related to access control and Brivo’s cloud-enabled products, serving as a customer advocate across phone, chat, and email channels.

As a daytime in-office contributor, you will document interactions, prioritize cases, and collaborate with internal teams to ensure prompt resolutions.