Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

3 years minimum

Compensation

$57,000.0 - $62,000.0

Working hours

Regular working hours

Job source

www.indeed.com

Tech stack

Control Panels Firmware Issue Tracking Systems Network Configuration and Change Management Radio-Frequency Identification Software Engineering Gsuite Hubspot Api Management

Job description

• 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.

Requirements

• 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.

Apply for this position

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