Technical Support L1 (Access Control) at Genea

, , India -

Full Time

Start Date

Immediate

Expiry Date

10 Mar, 26

Salary

0.0

Posted On

10 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Access Control, Zendesk, CRM, Configuration, Team Collaboration, Microsoft Office, Communication, Multi-tasking, Attention to Detail

Industry

Software Development

Description

Overview- The Access Control - Technical Services and Support L1 will be an integrated member of the Security Support and Services team. This individual will have a key role in responding immediately to customer service needs. Job Title: Technical Support L1 Department: Operations Reports to: Manager, Security Services and Support Experience: 2-3 years Location: India-Remote Duties and Responsibilities: Provide telephone, chat and email support to customers and tenants for troubleshooting requests & incidents Use Zendesk to log all requests & incidents including detailed information for every incident & utilize the CRM to track physical assets Assist with the configuration and setup of equipment in support of Genea deployments Escalate incidents to appropriate level Perform other related duties as assigned by management Qualifications: 1-3 years previous technical support experience within physical access control Basic knowledge of physical access control hardware, remote connection tools Knowledge of Mercury hardware, preferred Experience learning and helping others to use software/web-based applications Ability to work in a collaborative team environment Flexible work schedule that may include early, late or night shift, weekends and holidays Experience using Microsoft Office products (Outlook, Word, Excel) Experience using Zendesk or other case management systems Ability to accurately document detailed after-hours activity and any customer incidents, including resolution Ability to communicate and interact effectively with all levels of the internal team and customers Ability to perform multiple tasks and meet critical deadlines while maintaining accuracy and quality Excellent verbal and written communication skills Ability to multi-task and manage a fast-paced environment Strong attention to detail and desire to excel at assigned work Ability to adhere to defined processes consistently Perks and benefits we offer: ✨Work Your Way: Enjoy a flexible working environment that suits your lifestyle. ✨Time Off: 24 days of PTO and 10 holidays to unwind and pursue your passions. ✨Comprehensive Leave Options: Including maternity, paternity, adoption, wedding, and bereavement leaves to support you during important life events. ✨ Health & Safety First: Benefit from family health insurance and personal accident coverage beyond your CTC. ✨Top Workplace Honors: Celebrated as a Top Workplace from 2021 to 2025.(5yrs) ✨Balanced Workweek: Embrace a balanced life with our 5-day work schedule

Responsibilities

The Technical Support L1 will provide telephone, chat, and email support to customers for troubleshooting requests and incidents. They will also assist with equipment configuration and escalate incidents as necessary.