Technical Support L1 – Access Control

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Genea

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Health • Biotechnology • Software

Genea is

201 - 500 employees

🧬 Biotechnology

📋 Description

• Provide telephone, chat and email support to customers and tenants for troubleshooting requests & incidents • Use Zendesk to log all requests & incidents including detailed information for every incident & utilize the CRM to track physical assets • Assist with the configuration and setup of equipment in support of Genea deployments • Escalate incidents to appropriate level • Perform other related duties as assigned by management

🎯 Requirements

• 1-3 years previous technical support experience within physical access control • Basic knowledge of physical access control hardware, remote connection tools • Knowledge of Mercury hardware, preferred • Experience learning and helping others to use software/web-based applications • Ability to work in a collaborative team environment • Flexible work schedule that may include early, late or night shift, weekends and holidays • Experience using Microsoft Office products (Outlook, Word, Excel) • Experience using Zendesk or other case management systems • Ability to accurately document detailed after-hours activity and any customer incidents, including resolution • Ability to communicate and interact effectively with all levels of the internal team and customers • Ability to perform multiple tasks and meet critical deadlines while maintaining accuracy and quality • Excellent verbal and written communication skills • Ability to multi-task and manage a fast-paced environment • Strong attention to detail and desire to excel at assigned work • Ability to adhere to defined processes consistently

🏖️ Benefits

• ✨Work Your Way: Enjoy a flexible working environment that suits your lifestyle. • ✨Time Off: 24 days of PTO and 10 holidays to unwind and pursue your passions. • ✨Comprehensive Leave Options: Including maternity, paternity, adoption, wedding, and bereavement leaves to support you during important life events. • ✨ Health & Safety First: Benefit from family health insurance and personal accident coverage beyond your CTC. • ✨Top Workplace Honors: Celebrated as a Top Workplace from 2021 to 2025.(5yrs) • ✨Balanced Workweek: Embrace a balanced life with our 5-day work schedule