Overview:

We are seeking a Technical Support Representative – Level I to join our team. In this role, you will be the first point of contact for customers, internal departments, and third-party vendors needing support with their access control and fire monitoring systems in commercial buildings. You will handle incoming phone calls and support tickets, manage access credentials, configure access control and visitor entry systems, and troubleshoot technical issues. This role involves troubleshooting, data entry, and strong communication and customer service skills.

Applicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294

Location: Bethesda, MD
Travel: No
Salary Range: $21.00-23.00/hour

Responsibilities:

Process client requests by phone and support tickets for access card activations, deactivations, and modifications
Adjust and maintain access control lock/unlock schedules per client requests
Manage visitor entry systems, including Doorking, SES, and AlphaTouch
Perform data entry to update alarm call lists, visitor lists, and system information
Use analytical thinking to troubleshoot access control systems with the clients or technicians in the field
Generate and provide reports to customers
Accurately document customer interactions

Qualifications:

High school diploma or equivalent
Strong problem solving and troubleshooting abilities
Excellent data entry skills and attention to detail
Outstanding customer service and communication skills, both verbal and written
Ability to multi-task and work efficiently in a fast-paced environment
Proficiency in using computer systems and software applications
Previous call center, helpdesk, and/or customer service experience preferred

Datawatch Systems, Inc

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Technical Support Representative Level I