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.