Technical Support Agent
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AI Summary
Serve as the first point of contact for technical support, diagnosing and resolving issues with Salto locks and ProAccess SPACE software. Responsibilities include managing support tickets, escalating complex issues, and utilizing AI tools to build internal knowledge bases.
Benefits:
- Holiday Pay
- Retirement
- 401(k)
- Health insurance
- Paid time off
Access Control | Hospitality & Multifamily
Voyager Access, Inc.
Voyager Access is a growing access control and technology company serving hospitality and multifamily clients across the U.S. We are a 2nd generation family owned company with over 25 years in business.
We are seeking a dependable, customer-focused Technical Support Agent to serve as a front-line resource for our clients. This role is the first point of contact for incoming technical questions, troubleshooting requests, and system support needs across our installed base. We are open to both full-time and part-time arrangements for the right candidate. The ideal candidate is a strong communicator who can diagnose issues effectively, resolve problems efficiently, and escalate with clarity when needed.
Responsibilities
Customer Support & Troubleshooting
- Respond to inbound support requests via phone, email, and ticketing system
- Diagnose and resolve technical issues with Salto locks, readers, encoders, and ProAccess SPACE software
- Guide customers through step-by-step troubleshooting and system configuration
- Document all support interactions clearly and completely in the ticketing system
- Communicate resolution timelines and status updates to customers in a professional, timely manner
Issue Management & Escalation
- Triage incoming issues and assess priority level based on customer impact
- Escalate complex or unresolved issues to the Technical Delivery Lead with complete documentation
- Track open tickets through to resolution and follow up with customers to confirm satisfaction
- Identify and flag recurring issues or patterns that may indicate broader system or process problems
Documentation & Knowledge Building
- Maintain accurate and organized records of issues, resolutions, and customer interactions
- Contribute to the development of internal troubleshooting guides and support resources
- Use AI tools to build and improve internal knowledge bases, support documentation, and customer-facing self-help resources
- Support onboarding of new customers by providing system orientation and basic training
- Stay current on Salto product updates, software releases, and Voyager Access procedures
Qualifications
Experience
2–5 years in a technical support, help desk, or field service role, preferably in:
- Access control or electronic security systems
- Low-voltage technology or building automation
- Hospitality or multifamily property technology
- Or a related technical support environment
Technical Capabilities
Strong candidates will demonstrate:
- Ability to troubleshoot hardware and software issues in a systematic, logical manner
- Comfort working with network-connected devices, IP configuration, and software platforms
- Experience with ticketing or CRM systems for issue tracking
- Aptitude for learning new systems and proprietary software quickly
- Comfort using AI tools to draft documentation, build support resources, and improve customer-facing content
Working Style
- Customer-first mindset with a calm, professional demeanor under pressure
- Strong written and verbal communication skills
- Organized, detail-oriented, and dependable with follow-through
- Self-directed and able to manage multiple open issues simultaneously
- Team-oriented and willing to support escalation workflows collaboratively
Location & Compensation
Location:
- Primarily remote
- Occasional travel possible but not required
Hours:
- Open to full-time and part-time arrangements
- Minimum availability of 20 hours per week required
- Occasional evening/weekend on call requirements for emergency support only
Compensation:
- Competitive pay commensurate with experience and hours
- Health insurance stipend
- 401(k)/retirement plan
- PTO and paid holidays
Flexible work from home options available.
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