Summary

As a Representative with our Customer Service team, you will engage with customers to troubleshoot basic technical issues and provide insights on Brivo’s products and services. This remote role is working with the second shift team, during the hours of 11:30 am - 8:00 pm EST. We welcome applications from US-based candidates that are local, hybrid, or fully remote.

Responsibilities

• Act as a customer advocate, collaborating with internal teams to resolve issues promptly

• Handle incoming cases, escalating when necessary to ensure timely resolutions

• Respond to customer inquiries via phone, chat, and email, maintaining high efficiency

• Document customer interactions and solutions in our case management system

• Keep customers informed about critical updates and system change

Qualifications 

• 1+ years of call center experience in a technical setting is required

• Industry experience in physical security and access control is a plus

• Proficiency in electronics, networking (TCP/IP), and a keen interest in cloud technology, SaaS, and IoT

• Strong service orientation with a passion for delivering exceptional customer experiences

• Ability to multitask, work independently, and contribute effectively to a team

• Excellent problem-solving skills, organizational/time management abilities, and ownership of issues

• Team-oriented with integrity, dependability, and adaptability

• Empathetic listener with stress management capabilities

• Excellent written and verbal communication skills with a knack for research

• Bilingual fluency in English and Spanish is highly preferred

• Familiarity with Salesforce or similar CRM platforms is plus

• Willingness to work occasional overtime and holidays is preferred

About Us

Brivo, Inc., created the cloud-based access control and smart spaces technology category over 20 years ago and remains the global leader serving commercial real estate, multifamily residential, and large distributed enterprises. The company’s comprehensive product ecosystem and open API provide businesses with powerful digital tools to increase security automation, elevate employee and tenant experience, and improve the safety of all people and assets in the built environment. Brivo’s building access platform is now the digital foundation for the largest collection of customer facilities in the world, protecting over 600 million square feet across 60+ countries. Brivo is privately held and headquartered in Bethesda, Maryland. Learn more at www.Brivo.com

Brivo is an Equal Opportunity/Affirmative Action Employer

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