Technical Support Agent
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.
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.