<p>Summary</p> <p>As a Representative with our Customer Service team, you will engage with customers to troubleshoot basic technical issues and provide insights on Brivo's products and services. This is a US-based (Lehi, UT or Bethesda, MD) hybrid position; the shift is Monday through Friday from 9:30 am - 6:00 pm MST (11:30 am to 8:00 pm EST), with the opportunity for occasional overtime (Saturdays and Holidays).</p> <p>Responsibilities</p> <ul> <li>Act as a customer advocate, collaborating with internal teams to resolve issues promptly </li><li>Handle incoming cases, escalating when necessary to ensure timely resolutions </li><li>Respond to customer inquiries via phone, chat, and email, maintaining high efficiency </li><li>Document customer interactions and solutions in our case management system </li><li>Keep customers informed about critical updates and system changes </li></ul> <p>Qualifications</p> <ul> <li>2+ years of call center experience in a technical setting is required </li><li>Industry experience in physical security and access control is a plus </li><li>Proficiency in electronics, networking (TCP/IP), and a keen interest in cloud technology, SaaS, and IoT </li><li>Strong service orientation with a passion for delivering exceptional customer experiences </li><li>Ability to multitask, work independently, and contribute effectively to a team </li><li>Excellent problem-solving skills, organizational/time management abilities, and ownership of issues </li><li>Team-oriented with integrity, dependability, and adaptability </li><li>Empathetic listener with stress management capabilities </li><li>Excellent written and verbal communication skills with a knack for research </li><li>Bilingual fluency in English and Spanish is a plus </li><li>Familiarity with Salesforce or similar CRM platforms is a plus </li><li>Willingness to work occasional Saturdays and/or holidays is preferred </li><li>Employment offers are contingent upon: successfully passing a background and credit check; the ability to commit to an initial 5-week [paid] training schedule of M-F 9 am-5 pm EST; and the ability to travel to Bethesda, MD, to attend New Hire Orientation </li></ul> <p>The total compensation package for this full-time position includes an hourly wage of $20.00/hr. Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation (base salary and, where applicable, incentive or overtime pay), Brivonians enjoy a robust benefits and perks package tailored to their work location. Learn more at www.brivo.com/about/careers.</p>