Technical Support Agent (Video)

Brivo, Inc.; Austin (TX); On-site; USD 25,000 - 29,000; Full time

Job summary

Brivo, Inc. is seeking a Technical Support Agent (Video) in Austin to handle high-volume support across chat, phone, and email from our headquarters. You will manage cases with Zoho Desk and collaborate with Inside Sales and Sales Engineering.

Ideal candidates have strong communication, problem solving, and the ability to explain technical issues to diverse audiences. Some overtime may be available on Saturdays and holidays.

Qualifications

• This role requires excellent communication and customer service skills.
• Foundational knowledge of electronics, networking, and related technologies.
• Ability to explain technical issues to both technical and nontechnical staff.
• At least two years of relevant customer support experience.
• Flexibility to work M-F with occasional overtime.

Responsibilities

• Accept support requests via chat, phone, and email.
• Effectively manage multiple cases using the Zoho Desk ticketing system.
• Provide support to Inside Sales and Sales Engineering Teams.
• Test and evaluate new technologies.
• Develop camera support files.
• Perform other related duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Phone etiquette

Technical explanation

Problem solving

Hardware familiarity

Networking basics

Linux basics

Two years experience

Job description

Technical Support Agent (Video)

Department: Technical Support

Employment Type: Full Time

Location: Austin

Reporting To: Alex Zapata

Compensation: $18.00 - $21.00 / hour

Description

This is a high-volume, call-center-based role that demands a foundational understanding of electronics, networking, and a passion for solving problems hands-on, even when remote. This position is based at our Austin, TX headquarters. The available shifts are Monday through Friday with the opportunity for occasional overtime on Saturdays and Holidays.

Key Responsibilities

• Accepting support requests from several channels (chat, phone, email)
• Effective management of multiple cases using the Zoho Desk ticketing system
• Providing support to the Inside Sales and Sales Engineering Teams
• Testing and evaluating new technologies
• Developing camera support files
• Performing other related duties as assigned

Skills, Knowledge & Expertise

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Professional and pleasant telephone manner
• Ability to explain technical issues to technical and nontechnical employees and customers
• Strong analytical and problem-solving skills
• Proficient with or the ability to quickly learn an array of hardware and software
• Intermediate knowledge of networking
• Intermediate knowledge of Linux
• Minimum of two years of relevant experience