Brivo
Website:
brivo.com
Job details:
Location: Bangalore
Description
As a Receptionist supporting our Technical Support team, you are the crucial first point of contact for our customers. In this high-volume role, you will answer incoming calls, capture key details about customer issues, and perform seamless warm transfers to available Tech Support Agents. You will also ensure misrouted calls reach the correct departments efficiently while maintaining a professional and welcoming demeanor.
Key Responsibilities
- Call Handling & Intake: Answer incoming calls promptly, maintaining a high volume of 30–40 calls daily per team member.
- Troubleshooting Documentation: Active-listen to customer issues, capturing detailed, accurate notes on their technical inquiries and symptoms.
- Warm Transfers: Execute seamless, warm hand-offs of qualified technical issues to available Tech Support agents with context provided.
- Call Routing: Direct misrouted or non-technical calls efficiently to the appropriate internal departments.
- Customer Care: Act as the first point of contact, providing a professional and welcoming initial impression for all incoming callers.
- High-Level Escalation: Solve complex hardware and firmware challenges, providing real-time guidance on on-site wiring, terminations, and device programming.
- Agile Queue Management: Thrive in a high-volume environment, managing a "round-robin" flow of emails and chats with precision and speed.
- Emphasize Ownership, Urgency, and Positive Persistence: Own issues that are presented to you and drive them with the urgency you would if it were you waiting for the solution. Persist in your efforts to resolve issues - engaging with necessary resources inside and outside your team.
Skills, Knowledge & Expertise
Technical Mastery- Education: B.E./B.Sc. in Electronics, Electrical, or Telecommunications.
- Experience: 1+ years in a technical helpdesk or hardware support role.
- The "Toolbox": Solid understanding of electronic components (Relays, Resistors, etc.), low-voltage power principles, and the ability to read circuit diagrams.
- Networking: Practical knowledge of TCP/IP, DHCP, and networking troubleshooting. CCNA or CompTIA Network+ certifications are a major plus.
Communication & Soft Skills- Clarity: You can explain a complex electrical ground loop issue simply and professionally.
- Ownership: A "stick-to-it" mindset. You own the problem until the dealer’s door locks and unlocks as intended.
- Adaptability: Comfortable toggling between high-level cloud software (SaaS) and "boots-on-the-ground" hardware issues.
- Communication: Exceptional communication skills to deal with global clientele. We're looking at folks who have managed global communications in the past.
About Brivo
Brivo and Eagle Eye Networks have come together to create a category-defining, cloud-first platform at the intersection of AI and the physical world. Our mission is simple and ambitious: to make physical spaces safer, smarter, and more autonomous—from single-site businesses to global enterprises.
As the unified global leaders in cloud-based access control and video surveillance, we provide a comprehensive digital foundation for the built environment. By combining Brivo’s pioneering building access platform with Eagle Eye’s AI-powered video management system (VMS), we have created a system of intelligence that protects over 600 million square feet across 90+ countries. Every door, camera, and credential in our ecosystem acts as a real-time sensor, leveraging AI to prevent incidents, improve operations, and enable entirely new workflows across sectors, including commercial real estate, retail, healthcare, education, and critical infrastructure.
With a global footprint spanning headquarters in Bethesda, Maryland, and Austin, Texas, and international offices in Amsterdam, London, Bangalore, and Tokyo, we are leveraging our open APIs and cyber-secure cloud infrastructure to reshape the future of physical security. Join us as we build the world’s most robust platform for video intelligence and smart space automation. Learn more at www.brivo.com.
Brivo is an equal employment opportunity employer and values diversity. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. If you require reasonable accommodations during the application or interview process, please inform us.
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