Technical Support Representative

Summary

The Technical Support Representative will be a proactive individual who thrives in an autonomous environment, demonstrates a strong sense of ownership, and can quickly grasp new concepts, all with a customer-centric mindset.

Key Responsibilities

Customer Support:

Respond to customer inquiries via phone, email, or chat in a timely and professional manner.

Diagnose, troubleshoot, and resolve hardware and software issues related to Wavelynx products, including readers, control panels, and associated integrations.

Escalate appropriate customer issues to senior support staff or engineering in a timely manner.

Perform remote diagnostics and troubleshooting using remote access tools.

Manage and track RMA (Return Merchandise Authorization) processes

Technical Expertise:

Provide detailed technical guidance on product installation, configuration, and operation.

Assist with firmware updates, API integration, and system compatibility checks.

Collaborate with engineering and product teams to resolve complex issues and ensure continuous improvement of products.

Documentation and Reporting:

Document customer interactions, troubleshooting steps, and resolutions in the support system.

Contribute to the development and maintenance of technical knowledge bases, FAQs, and support guides.

Report recurring issues or product bugs to the appropriate teams for further analysis.

Training and Enablement:

Assist in training customers and integrators on product functionality and best practices.

Participate in webinars, trade shows, and other events to showcase Wavelynx solutions and support capabilities.

Continuous Learning:

Stay up to date on Wavelynx product releases, updates, and new technologies in the access control industry.

Qualifications

A bachelor's Degree in a technical field is preferred. Equivalent work experience will be considered.

3+ years of experience in a technical support or similar role, preferably in the access control or security industry.

Familiarity with access control systems, including hardware, software, and API integrations, is highly desirable.

Experience with CRM tools (e.g., Hubspot) and ticketing systems.

Proficiency with Google Suite and other productivity tools.Strong troubleshooting skills with hardware, software, and network configurations.

Knowledge of access control technologies, including RFID, BLE, and smart credentials, is a plus.

Exceptional verbal and written communication skills.

Strong problem-solving and analytical skills.

Ability to explain complex technical concepts to non-technical audiences.

Customer-focused mindset with a commitment to providing excellent service.

Collaborative attitude and willingness to work cross functionally to solve customer issues.