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.