Technical Support Agent

Benefits:

Holiday Pay

Retirement

401(k)

Health insurance

Paid time off

Access Control | Hospitality & Multifamily

Voyager Access, Inc.

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

Qualifications

Experience

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

Location & Compensation

Location:

Primarily remote

Occasional travel possible but not required

Hours:

Open to full-time and part-time arrangements

Minimum availability of 20 hours per week required

Occasional evening/weekend on call requirements for emergency support only

Compensation:

Competitive pay commensurate with experience and hours

Health insurance stipend

401(k)/retirement plan

PTO and paid holidays

Flexible work from home options available.