What are the responsibilities and job description for the Technical Support Representative Level I position at Datawatch Systems, Inc?
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 skill.
Schedule is 3 - 11 pm Tuesday - Saturday or Sunday - Thursday. Pay rate is $20-22/hour plus benefits and paid time off.
All applicants applying for a position at Datawatch Systems must be willing to submit to a drug screening and criminal background check. E/O/E/M/F/V/D.
- Location: Bethesda, MD
- Travel: 0%
- Salary Range: $20-22/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
Benefits
Choice of Medical Insurance plans
Choice of two Dental Insurance Plans
Vision Insurance
Medical and Dependent FSA Accounts
Employer-paid 50K life insurance
401K Plan with discretionary employer contribution
Employee Assistance Program
Commuter and Parking Benefit
Voluntary life, Short-term Disability and Long-term Disability Insurance
Voluntary portable Accident, Critical Illness Insurance
Paid holidays, vacation, sick and personal leave
Annual Performance Evaluation and Salary Adjustment Consideration
Salary : $20 - $22