Technical Support Receptionist

Job Description

Job Description

Description

As a Receptionist supporting our Technical Support team, you are the crucial first point of contact for our customers. In this high-volume role, you will answer incoming calls, capture key details about customer issues, and perform seamless warm transfers to available Tech Support agents. You will also ensure misrouted calls reach the correct departments efficiently while maintaining a professional and welcoming demeanor. 

Key Responsibilities

• Call Handling & Intake: Answer incoming calls promptly, maintaining a high volume of 30–40 calls daily per team member.
• Troubleshooting Documentation: Active-listen to customer issues, capturing detailed, accurate notes on their technical inquiries and symptoms.
• Warm Transfers: Execute seamless, warm hand-offs of qualified technical issues to available Tech Support agents with context provided.
• Call Routing: Direct misrouted or non-technical calls efficiently to the appropriate internal departments.
• Customer Care: Act as the first point of contact, providing a professional and welcoming initial impression for all incoming callers.

Skills, Knowledge & Expertise

Technical & Administrative Skills

• Active Listening & Technical Note-Taking
• Call Center & Phone Systems
• CRM & Ticketing Systems

Soft Skills & Interpersonal Strengths

• Professional/friendly tone
• Excellent communication on the phone with clients
• Efficiency & High-Volume Stamina 
• Adaptability & Quick Thinking

Why Work for Us?:

Brivo is a Great Place to Work-Certified™ company and the global leader in cloud-based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI-driven security.

Why Your Work Matters

Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact.

• The Brivo Experience: We thrive on in-person collaboration and a "one-team" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked workspaces—ensuring you have everything you need to stay focused while building the future of security. 
• Total Rewards: We support our people with competitive medical, vision, and dental plans (including company-offset premiums), a 401k with company match, and an accrued Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance.