Technical Support Representative Level I

Technical Support Representative Level IWe 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, MDTravel: 0%Salary Range: $20-22/hourResponsibilitiesProcess client requests by phone and support tickets for access card activations, deactivations, and modificationsAdjust and maintain access control lock/unlock schedules per client requestsManage visitor entry systems, including Doorking, SES, and AlphaTouchPerform data entry to update alarm call lists, visitor lists, and system informationUse analytical thinking to troubleshoot access control systems with the clients or technicians in the fieldGenerate and provide reports to customersAccurately document customer interactionsQualificationsHigh school diploma or equivalentStrong problem solving and troubleshooting abilitiesExcellent data entry skills and attention to detailOutstanding customer service and communication skills, both verbal and writtenAbility to multi-task and work efficiently in a fast-paced environmentProficiency in using computer systems and software applicationsPrevious call center, helpdesk, and/or customer service experience preferredBenefitsChoice of Medical Insurance plansChoice of two Dental Insurance PlansVision InsuranceMedical and Dependent FSA AccountsEmployer-paid 50K life insurance401K Plan with discretionary employer contributionEmployee Assistance ProgramCommuter and Parking BenefitVoluntary life, Short-term Disability and Long-term Disability InsuranceVoluntary portable Accident, Critical Illness InsurancePaid holidays, vacation, sick and personal leaveAnnual Performance Evaluation and Salary Adjustment Consideration