Technical Support Agent

Voyager Access is a growing access control and technology company serving hospitality and multifamily clients across the U.S. We are a 2nd generation family owned company with over 25 years in business. We are seeking a dependable, customer-focused Technical Support Agent to serve as a front-line resource for our clients. This role is the first point of contact for incoming technical questions, troubleshooting requests, and system support needs across our installed base. We are open to both full-time and part-time arrangements for the right candidate. The ideal candidate is a strong communicator who can diagnose issues effectively, resolve problems efficiently, and escalate with clarity when needed. Responsibilities Customer Support & Troubleshooting Respond to inbound support requests via phone, email, and ticketing system Diagnose and resolve technical issues with Salto locks, readers, encoders, and ProAccess SPACE software Guide customers through step-by-step troubleshooting and system configuration Document all support interactions clearly and completely in the ticketing system Communicate resolution timelines and status updates to customers in a professional, timely manner

Issue Management & Escalation Triage incoming issues and assess priority level based on customer impact Escalate complex or unresolved issues to the Technical Delivery Lead with complete documentation Track open tickets through to resolution and follow up with customers to confirm satisfaction Identify and flag recurring issues or patterns that may indicate broader system or process problems

Documentation & Knowledge Building Maintain accurate and organized records of issues, resolutions, and customer interactions Contribute to the development of internal troubleshooting guides and support resources Use AI tools to build and improve internal knowledge bases, support documentation, and customer-facing self-help resources Support onboarding of new customers by providing system orientation and basic training Stay current on Salto product updates, software releases, and Voyager Access procedures

Do you have experience in User training (technical support)?, 2-5 years in a technical support, help desk, or field service role, preferably in: Access control or electronic security systems Low-voltage technology or building automation Hospitality or multifamily property technology Or a related technical support environment

Technical Capabilities Strong candidates will demonstrate: Ability to troubleshoot hardware and software issues in a systematic, logical manner Comfort working with network-connected devices, IP configuration, and software platforms Experience with ticketing or CRM systems for issue tracking Aptitude for learning new systems and proprietary software quickly Comfort using AI tools to draft documentation, build support resources, and improve customer-facing content

Working Style Customer-first mindset with a calm, professional demeanor under pressure Strong written and verbal communication skills Organized, detail-oriented, and dependable with follow-through Self-directed and able to manage multiple open issues simultaneously Team-oriented and willing to support escalation workflows collaboratively

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Paid holidays
• Work from home, * Holiday Pay
• Retirement
• 401(k)
• Health insurance
• Paid time off, Minimum availability of 20 hours per week required Occasional evening/weekend on call requirements for emergency support only, Competitive pay commensurate with experience and hours Health insurance stipend 401(k)/retirement plan PTO and paid holidays

Flexible work from home options available.