Technical Support Representative, Access Control

Groove Technology Solutions is a leading provider of innovative technology solutions for the hospitality industry, offering a wide range of services from DIRECTV, Internet, and Wi-Fi to video surveillance, phone systems, energy management, and other cutting-edge in-room technologies. Recognized as one of the "Fastest Growing Companies in Utah," we are proud to have been named a "Top Workplace" by the Salt Lake Tribune from 2021 to 2024, one of the "Best Companies to Work For" by Utah Business Magazine from 2018 to 2023, and a "Great Place to Work" from 2022 to 2024. We foster a culture of innovation and continuous improvement. Join us in shaping the future of hospitality tech and growing with a company committed to excellence.

Overview of Position

We are seeking a skilled and experienced Technical Support Representative with a focus on Access Control to join our MDU Team. This person will be primarily responsible for providing expert, phone-based support for our access control systems to customers, installers, and integrators. If you are a tech-savvy problem-solver with a passion for customer service, we want to hear from you!

As an Access Control Technical Support Representative, you will troubleshoot technical issues, assist customers with product inquiries, and ensure timely resolution of concerns, helping Groove maintain its reputation for exceptional service.

What you’ll own

• Provide expert phone-based technical support for access control systems to customers, installers, and integrators.
• Troubleshoot and resolve hardware, software, and network issues related to access control systems.
• Assist customers with system configuration, installation, and setup guidance.
• Offer troubleshooting assistance for controllers, readers, software integration, and related security components.
• Document customer interactions, technical issues, and resolutions in the CRM system.
• Collaborate with engineering and product teams to report recurring issues and suggest system improvements.
• Stay up to date on the latest access control technology, firmware updates, and product releases.
• Ensure customer satisfaction through excellent communication, patience, and timely follow-up.

Experience and skills you’ll have

• Proven experience in technical support or customer service, preferably within the access control or security systems industry.
• Strong understanding of access control systems, including controllers, readers, keypads, and electronic locks.
• Familiarity with networking principles (e.g., TCP/IP, wireless protocols) and troubleshooting.
• Experience with access control software, configurations, and system integration is a plus.
• Ability to diagnose and resolve complex technical issues over the phone.
• Excellent communication skills with a customer-focused approach.
• Detail-oriented and capable of managing multiple tasks effectively.
• Strong organizational skills and ability to work independently in a fast-paced environment.

Perks & Benefits

• Compensation starting at $20/hr, DOE
• State of the art brand new office conveniently located in Midvale, Utah
• Stocked kitchen
• Onsite gym (Peloton included)
• Onsite masseuse
• Great medical, dental, vision, and even pet insurance
• Life insurance, long and short-term disability coverage
• 401K with an employer match
• Generous company provided physical and mental well-being program