Technical Support Representative Level I

Overview

We are seeking a Technical Support Representative – Level I to join our team. In this role, you will be the first point of contact for customers, internal departments, and third-party vendors needing support with their access control and fire monitoring systems in commercial buildings. You will handle incoming phone calls and support tickets, manage access credentials, configure access control and visitor entry systems, and troubleshoot technical issues.

This role involves troubleshooting, data entry, and strong communication and customer service skills.

Applicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294

• Location:
  
  Bethesda, MD
• Travel:
  No
• Salary Range: $/hour

• Process client requests by phone and support tickets for access card activations, deactivations, and modifications
• Adjust and maintain access control lock/unlock schedules per client requests
• Manage visitor entry systems, including Doorking, SES, and Alpha Touch
• Perform data entry to update alarm call lists, visitor lists, and system information
• Use analytical thinking to troubleshoot access control systems with the clients or technicians in the field
• Generate and provide reports to customers
• Accurately document customer interactions

• High school diploma or equivalent
• Strong problem solving and troubleshooting abilities
• Excellent data entry skills and attention to detail
• Outstanding customer service and communication skills, both verbal and written
• Ability to multi-task and work efficiently in a fast-paced environment
• Proficiency in using computer systems and software applications
• Previous call center, helpdesk, and/or customer service experience preferred