Tech Support I
Advant Solutions Advant Solutions Houston, TX Houston, TX Full-time Full-time $45,000 - $60,000 a year $45,000 - $60,000 a year 2 days ago 2 days ago 2 days ago Please apply on our website:
JOB SUMMARY The Technical Support I role is responsible for providing technical assistance and support to customers through phone and email who are experiencing technical issues with their products or services.
This will include working with customers on the setup of their property, managing authorizations to areas, encoding credentials, reviewing reporting capabilities, troubleshooting issues, and building property databases.
The Technical Support I representative is the first point of contact for customers and is responsible for diagnosing and resolving technical issues or escalating them to the appropriate team or department.
ESSENTIAL FUNCTIONS Frequently required to type, process information and use fine finger manipulation.
Frequently required to squat, bend and reach.
Frequently required to use hands to finger, handle or feel, reach with hands and arms and talk or hear.
Ability to sit for long periods of time.
Occasionally lift and/or move objects up to 25 pounds.
Occasionally required to stand, walk, stoop, kneel and crouch.
Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus.
Strong written, verbal and interpersonal communication skills.
Strong problem-solving skills and the ability to make sound decisions.
Ability to interpret, communicate and process data.
JOB FUNCTIONS Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
Diagnose and resolve technical hardware and software issues.
Escalate complex technical issues to the appropriate team or department.
Provide technical support for products and services.
Troubleshoot network and connectivity issues.
Provide user education and training on products and services.
Document and track all customer interactions and resolutions in the company's database.
Collaborate with other teams to resolve technical issues.
Keep abreast of new products and services and provide feedback to the development team.
Provide SamRF Training to clients Gather information and effectively communicate to next level of support when needed Test returns and communicate results to upper management ACC SOP's -Add staff for ongoing service pertaining to operations for properties as new staff members are hired or others leave Data entry associated with building property databases in Community/Aurora/Brivo/Zentra/or other EAC software platforms.
Make outbound phone calls to resolve issues with multiple involved parties Supports various access control software platforms used in customer projects/installs Assists in the setup of customer site software and deployment.
Works with product vendors for high-level support or software issues and engages customer.
Work directly with other internal departments and field technicians/installers to resolve issues Provide in-person or remote technical training to customers on newly installed access control solutions.
JOB REQUIREMENTS Ability to prioritize support issues and task efficiently.
Must have a basic understanding of SamRF.
Must have a basic understanding of dormakaba Community.
Must understand and be able to function in Freshdesk.
Must have the ability to solve Tier 1 support issues.
Must understand common lock features (auto lock, privacy, open times, etc.
).
Ability to work in a team environment.
Excellent communication skills, both verbal and written.
EDUCATION REQUIREMENTS High school diploma or equivalent 1-2 years of experience in technical support or related field Familiarity with Windows, MacOS, and Linux operating systems Knowledge of basic networking concepts and protocols ______________________________________ _________________________ Employee Signature Date Job Type:
Full-time Pay:
$45,000.
00 - $60,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Referral program Tuition reimbursement Vision insurance Schedule:
8 hour shift Monday to Friday Supplemental pay types:
Signing bonus Ability to commute/relocate:
Houston, TX 77066:
Reliably commute or planning to relocate before starting work (Required)
Experience:
SamRF:
1 year (Required) electronic access control:
1 year (Required) Work Location:
In person Frequently required to type, process information and use fine finger manipulation.
Frequently required to squat, bend and reach.
Frequently required to use hands to finger, handle or feel, reach with hands and arms and talk or hear.
Ability to sit for long periods of time.
Occasionally lift and/or move objects up to 25 pounds.
Occasionally required to stand, walk, stoop, kneel and crouch.
Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus.
Strong written, verbal and interpersonal communication skills.
Strong problem-solving skills and the ability to make sound decisions.
Ability to interpret, communicate and process data.
Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
Diagnose and resolve technical hardware and software issues.
Escalate complex technical issues to the appropriate team or department.
Provide technical support for products and services.
Troubleshoot network and connectivity issues.
Provide user education and training on products and services.
Document and track all customer interactions and resolutions in the company's database.
Collaborate with other teams to resolve technical issues.
Keep abreast of new products and services and provide feedback to the development team.
Provide SamRF Training to clients Gather information and effectively communicate to next level of support when needed Test returns and communicate results to upper management ACC SOP's -Add staff for ongoing service pertaining to operations for properties as new staff members are hired or others leave Data entry associated with building property databases in Community/Aurora/Brivo/Zentra/or other EAC software platforms.
Make outbound phone calls to resolve issues with multiple involved parties Supports various access control software platforms used in customer projects/installs Assists in the setup of customer site software and deployment.
Works with product vendors for high-level support or software issues and engages customer.
Work directly with other internal departments and field technicians/installers to resolve issues Provide in-person or remote technical training to customers on newly installed access control solutions.
Ability to prioritize support issues and task efficiently.
Must have a basic understanding of SamRF.
Must have a basic understanding of dormakaba Community.
Must understand and be able to function in Freshdesk.
Must have the ability to solve Tier 1 support issues.
Must understand common lock features (auto lock, privacy, open times, etc.
).
Ability to work in a team environment.
Excellent communication skills, both verbal and written.
High school diploma or equivalent 1-2 years of experience in technical support or related field Familiarity with Windows, MacOS, and Linux operating systems Knowledge of basic networking concepts and protocols 401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Referral program Tuition reimbursement Vision insurance 8 hour shift Monday to Friday Signing bonus Houston, TX 77066:
Reliably commute or planning to relocate before starting work (Required) SamRF:
1 year (Required) electronic access control:
1 year (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
JOB SUMMARY The Technical Support I role is responsible for providing technical assistance and support to customers through phone and email who are experiencing technical issues with their products or services.
This will include working with customers on the setup of their property, managing authorizations to areas, encoding credentials, reviewing reporting capabilities, troubleshooting issues, and building property databases.
The Technical Support I representative is the first point of contact for customers and is responsible for diagnosing and resolving technical issues or escalating them to the appropriate team or department.
ESSENTIAL FUNCTIONS Frequently required to type, process information and use fine finger manipulation.
Frequently required to squat, bend and reach.
Frequently required to use hands to finger, handle or feel, reach with hands and arms and talk or hear.
Ability to sit for long periods of time.
Occasionally lift and/or move objects up to 25 pounds.
Occasionally required to stand, walk, stoop, kneel and crouch.
Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus.
Strong written, verbal and interpersonal communication skills.
Strong problem-solving skills and the ability to make sound decisions.
Ability to interpret, communicate and process data.
JOB FUNCTIONS Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
Diagnose and resolve technical hardware and software issues.
Escalate complex technical issues to the appropriate team or department.
Provide technical support for products and services.
Troubleshoot network and connectivity issues.
Provide user education and training on products and services.
Document and track all customer interactions and resolutions in the company's database.
Collaborate with other teams to resolve technical issues.
Keep abreast of new products and services and provide feedback to the development team.
Provide SamRF Training to clients Gather information and effectively communicate to next level of support when needed Test returns and communicate results to upper management ACC SOP's -Add staff for ongoing service pertaining to operations for properties as new staff members are hired or others leave Data entry associated with building property databases in Community/Aurora/Brivo/Zentra/or other EAC software platforms.
Make outbound phone calls to resolve issues with multiple involved parties Supports various access control software platforms used in customer projects/installs Assists in the setup of customer site software and deployment.
Works with product vendors for high-level support or software issues and engages customer.
Work directly with other internal departments and field technicians/installers to resolve issues Provide in-person or remote technical training to customers on newly installed access control solutions.
JOB REQUIREMENTS Ability to prioritize support issues and task efficiently.
Must have a basic understanding of SamRF.
Must have a basic understanding of dormakaba Community.
Must understand and be able to function in Freshdesk.
Must have the ability to solve Tier 1 support issues.
Must understand common lock features (auto lock, privacy, open times, etc.
).
Ability to work in a team environment.
Excellent communication skills, both verbal and written.
EDUCATION REQUIREMENTS High school diploma or equivalent 1-2 years of experience in technical support or related field Familiarity with Windows, MacOS, and Linux operating systems Knowledge of basic networking concepts and protocols ______________________________________ _________________________ Employee Signature Date Job Type:
Full-time Pay:
$45,000.
00 - $60,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Referral program Tuition reimbursement Vision insurance Schedule:
8 hour shift Monday to Friday Supplemental pay types:
Signing bonus Ability to commute/relocate:
Houston, TX 77066:
Reliably commute or planning to relocate before starting work (Required)
Experience:
SamRF:
1 year (Required) electronic access control:
1 year (Required) Work Location:
In person Frequently required to type, process information and use fine finger manipulation.
Frequently required to squat, bend and reach.
Frequently required to use hands to finger, handle or feel, reach with hands and arms and talk or hear.
Ability to sit for long periods of time.
Occasionally lift and/or move objects up to 25 pounds.
Occasionally required to stand, walk, stoop, kneel and crouch.
Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust and focus.
Strong written, verbal and interpersonal communication skills.
Strong problem-solving skills and the ability to make sound decisions.
Ability to interpret, communicate and process data.
Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
Diagnose and resolve technical hardware and software issues.
Escalate complex technical issues to the appropriate team or department.
Provide technical support for products and services.
Troubleshoot network and connectivity issues.
Provide user education and training on products and services.
Document and track all customer interactions and resolutions in the company's database.
Collaborate with other teams to resolve technical issues.
Keep abreast of new products and services and provide feedback to the development team.
Provide SamRF Training to clients Gather information and effectively communicate to next level of support when needed Test returns and communicate results to upper management ACC SOP's -Add staff for ongoing service pertaining to operations for properties as new staff members are hired or others leave Data entry associated with building property databases in Community/Aurora/Brivo/Zentra/or other EAC software platforms.
Make outbound phone calls to resolve issues with multiple involved parties Supports various access control software platforms used in customer projects/installs Assists in the setup of customer site software and deployment.
Works with product vendors for high-level support or software issues and engages customer.
Work directly with other internal departments and field technicians/installers to resolve issues Provide in-person or remote technical training to customers on newly installed access control solutions.
Ability to prioritize support issues and task efficiently.
Must have a basic understanding of SamRF.
Must have a basic understanding of dormakaba Community.
Must understand and be able to function in Freshdesk.
Must have the ability to solve Tier 1 support issues.
Must understand common lock features (auto lock, privacy, open times, etc.
).
Ability to work in a team environment.
Excellent communication skills, both verbal and written.
High school diploma or equivalent 1-2 years of experience in technical support or related field Familiarity with Windows, MacOS, and Linux operating systems Knowledge of basic networking concepts and protocols 401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Referral program Tuition reimbursement Vision insurance 8 hour shift Monday to Friday Signing bonus Houston, TX 77066:
Reliably commute or planning to relocate before starting work (Required) SamRF:
1 year (Required) electronic access control:
1 year (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
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