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.