Access Control - Services and Support (L1)

The Access Control - Technical Services and Support LI will be an integrated member of the Security Support and Services team. This individual will have a key role in responding immediately to customer service needs. 

Duties and Responsibilities:

• Provide telephone, chat and email support to customers and tenants for troubleshooting requests & incidents
• Use Zendesk to log all requests & incidents including detailed information for every incident & utilize the CRM to track physical assets
• Assist with the configuration and setup of equipment in support of Genea deployments
• Escalate incidents to appropriate level
• Perform other related duties as assigned by management

Qualifications:

• 1-3 years previous technical support experience within physical access control
• Basic knowledge of physical access control hardware, remote connection tools
• Knowledge of Mercury hardware, preferred
• Experience learning and helping others to use software/web-based applications 
• Ability to work in a collaborative team environment 
• Flexible work schedule that may include early, late or night shift, weekends and holidays
• Experience using Microsoft Office products (Outlook, Word, Excel)
• Experience using Zendesk or other case management systems
• Ability to accurately document detailed after-hours activity and any customer incidents, including resolution
• Ability to communicate and interact effectively with all levels of the internal team and customers
• Ability to perform multiple tasks and meet critical deadlines while maintaining accuracy and quality
• Excellent verbal and written communication skills
• Ability to multi-task and manage a fast-paced environment
• Strong attention to detail and desire to excel at assigned work
• Ability to adhere to defined processes consistently

Estimated salary range: $60,000 - $65,000 annually

The salary range listed is our best estimate based on the role's requirements and market conditions. The final offer may be higher or lower depending on the candidate's experience and qualifications.

Genea participates in E-Verify to confirm the employment eligibility of all new hires working in the United States. For more information about E-Verify, please visit the E-Verify website.