Technical Support Receptionist

Brivo, Inc.; Austin (TX); On-site; USD 23,000 - 32,000; Full time

Job summary

Brivo, Inc. in Austin is seeking a Technical Support Receptionist to be the first point of contact for customers. In this high-volume role, you will answer calls, capture key details, and perform warm transfers to Tech Support.

You will ensure misrouted calls reach the right departments while maintaining a professional, welcoming demeanor. This full-time on-site position supports our Technical Support team and offers engagement with a dynamic, cloud-based access control and video surveillance

Qualifications

• Active listening and accurate note-taking of customer issues.
• Experience in call center or phone systems.
• Familiarity with CRM and ticketing systems.

Responsibilities

• Answer incoming calls promptly and manage 30–40 daily calls per team member.
• Listen actively and document customer issues with detailed notes.
• Execute seamless, warm hand-offs of issues to Tech Support with context.
• Direct misrouted or non-technical calls to the appropriate departments.
• Provide a professional and welcoming first impression to callers.

Skills

Active Listening & Technical Note-Take

Call Center & Phone Systems

CRM & Ticketing Systems

Professional/friendly tone

Excellent communication on the phone

Efficiency & High-Volume Stamina

Adaptability & Quick Thinking

Job description

Technical Support Receptionist

Department: Technical Support

Employment Type: Full Time

Location: Austin

Reporting To: Steve Schievelbein

Compensation: $20.00 / hour

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.

Skills, Knowledge & Expertise

Technical & Administrative Skills

• Active Listening & Technical Note-Taking


• Call Center & Phone Systems


• CRM & Ticketing Systems

Soft Skills & Interpersonal Strengths

• Professional/friendly tone


• Excellent communication on the phone with clients


• Efficiency & High-Volume Stamina


• Adaptability & Quick Thinking

Why Work for Us?:

Brivo is a Great Place to Work-Certified™ company and the global leader in cloud-based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI-driven security.

We thrive on in-person collaboration and a \"one-team\" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked workspaces—ensuring you have everything you need to stay focused while building the future of security.

Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact.

• The Brivo Experience: We thrive on in-person collaboration and a \"one-team\" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked workspaces—ensuring you have everything you need to stay focused while building the future of security.


• Total Rewards: We support our people with competitive medical, vision, and dental plans (including company-offset premiums), a 401k with company match, and an accrued Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance.