Technical Support Representative

About Wavelynx: 

Wavelynx is a leading provider of next-generation access control solutions, offering innovative products such as readers, control panels, and mobile credentialing solutions. Our ethos centers around open standards, flexibility, and a commitment to creating best-in-class security products for integrators and end-users. With a growing product portfolio and a vibrant community of partners, Wavelynx is driving the future of access control technology.

We seek a Technical Support Representative will serve as the first point of contact for customers, partners, and integrators seeking technical assistance with Wavelynx products and solutions. This role requires a strong technical background, excellent communication skills, and a customer-centric approach to troubleshooting and resolving technical issues. 

The ideal candidate will be a proactive individual who thrives in an autonomous environment, demonstrates a strong sense of ownership, and possesses the ability to quickly grasp new concepts, all with a customer-centric mindset. 

Key Responsibilities

• Customer Support:

  • Respond to customer inquiries via phone, email, or chat in a timely and professional manner.

  • Diagnose, troubleshoot, and resolve hardware and software issues related to Wavelynx products, including readers, control panels, and associated integrations.

  • Escalate appropriate customer issues to senior support staff or engineering in a timely manner.

  • Perform remote diagnostics and troubleshooting using remote access tools.

  • Manage and track RMA (Return Merchandise Authorization) processes

• Technical Expertise:

  • Provide detailed technical guidance on product installation, configuration, and operation.

  • Assist with firmware updates, API integration, and system compatibility checks.

  • Collaborate with engineering and product teams to resolve complex issues and ensure continuous improvement of products.

• Documentation and Reporting:

  • Document customer interactions, troubleshooting steps, and resolutions in the support system.

  • Contribute to the development and maintenance of technical knowledge bases, FAQs, and support guides.

  • Report recurring issues or product bugs to the appropriate teams for further analysis.

• Training and Enablement:

  • Assist in training customers and integrators on product functionality and best practices.

  • Participate in webinars, trade shows, and other events to showcase Wavelynx solutions and support capabilities.

• Continuous Learning:

  • Stay up to date on Wavelynx product releases, updates, and new technologies in the access control industry.

Qualifications

• Bachelor's Degree in a technical field is preferred. Equivalent work experience will be considered.
• 3 years of experience in a technical support or similar role, preferably in the access control or security industry.
• Familiarity with access control systems, including hardware, software, and API integrations, is highly desirable.
• Experience with CRM tools (e.g., Hubspot) and ticketing systems.
• Proficiency with Google Suite and other productivity tools.Strong troubleshooting skills with hardware, software, and network configurations.
• Knowledge of access control technologies, including RFID, BLE, and smart credentials, is a plus.
• Exceptional verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Ability to explain complex technical concepts to non-technical audiences.
• Customer-focused mindset with a commitment to providing excellent service.
• Collaborative attitude and willingness to work cross functionally to solve customer issues. 

Salary: $60-65k

Why Join Us?

At Wavelynx, you’ll be part of a forward-thinking team dedicated to making a difference in access control technology. We offer a collaborative work environment where innovation is encouraged and achievements are recognized. If you’re eager to take on a challenging and rewarding role in a cutting-edge industry, we’d love to hear from you!

Along with our salary, we offer great rates on company-sponsored medical, dental, and vision insurance with HSA-eligible plans available, generous retirement with up to a 6% 401k match, and holidays, vacation, and sick leave.

Salary : $60,000 - $65,000