Technical Services Representative

About Genea: Genea is the premier, internationally recognized property technology (proptech) pioneer, cloud security innovator, and automated energy management leader on an absolute mission to engineer the commercial building solutions of tomorrow. As a high-growth tech giant power-routing services across more than 4,300 corporate locations in 45 countries, Genea’s state-of-the-art platforms protect cloud-based physical access control, automate complex submeter utility billing, and optimize on-demand commercial HVAC delivery for over 1 million active daily users worldwide. Recognized continuously as a “Top Workplace” for five consecutive years (2021–2025) with stellar employee approval ratings across Glassdoor and AmbitionBox, the organization prides itself on cultivating a collaborative culture rooted in total operational transparency, authenticity, and work-life harmony. Genea provides distributed specialists with an elite environment to tackle modern hardware-software infrastructure demands safely.

Position Overview

We are seeking a highly analytical, systems-minded Technical Services Representative Level I (Part-time) to join our core centralized Implementation and On-Call Customer Technical Support team in a full-time remote capacity within India. In this critical, high-reliability support seat, you will claim individual operational accountability for providing immediate technical resolution to client service needs, acting as the primary front-line diagnostic gate for commercial customers and tenants across global time zones. Shifting completely away from repetitive call scripts or passive message forwarding, you will actively diagnose live hardware-software discrepancies, troubleshoot multi-tenant configuration hitches, and ensure absolute records precision under tight delivery timelines. This part-time contractual position requires a structured technical analyst with 1–3 years of hands-on helpdesk background who manages network tracking fields fluidly, resolves unscripted incidents with absolute composure, and adheres consistently to established process flows.

Key Responsibilities

• High-Volume Incident Intake and Resolution: Deliver comprehensive front-line technical support to customers and office tenants across live telephone, text chat, and email streams natively utilizing Customer Support parameters to isolate system issues.
• Omnichannel Case Management and Logging: Document, structure, and update all incident lifecycles, user diagnostic details, and technical workarounds natively leveraging **Zendesk** and adjacent relational CRM tracking tools.
• Deployment Configuration and Setup: Assist remote engineering teams with the initial configuration, logical mapping, and equipment provisioning parameters in support of net-new global Genea product deployments.
• Asset Inventory and Registry Tracking: Maintain pristine digital data records of physical client assets and smart utility components, logging network status variables inside central company directories.
• Network and VLAN Fault Diagnostics: Troubleshoot cross-platform connection blockages, evaluating infrastructure metrics across IPv4 networks, localized VLAN subnets, and remote access software layers.
• After-Hours Activity Documentation: Author highly detailed, structured reports summarizing after-hours customer calls, tracking technical problems from initial problem identification down to final mitigation summaries.
• Structured Operational Escalation: Review complex data flows and systemic malfunctions fluidly, isolating high-severity bugs to route them smoothly to senior platform developers or regional supervisors.
• Asynchronous Cross-Team Collaboration: Partner peer-to-peer alongside internal project coordinators, customer success managers, and building operators to ensure uncompromised support quality and data hygiene.

Required Skills & Qualifications

• 1–3 years of verified professional history running advanced technical helpdesk support, application troubleshooting, network administration assistant, or IT infrastructure service desk roles.
• Deep, authoritative technical familiarity navigating modern ticket logging architectures and automated case registries natively utilizing **Zendesk** or comparable enterprise CRM workflows.
• Practical operational context regarding internet communication layer protocols, showing a foundational understanding of IPv4 routing, VLAN subnets, and remote terminal utilities.
• Demonstrated history compiling data entries, performance tracking charts, and structural summaries natively using Customer Support methodologies inside Microsoft Office (Outlook, Word, Excel) environments.
• Outstanding problem-solving capabilities, with a proven ability to independently synthesize ambiguous customer details, gather metrics skillfully, and meet critical data accuracy deadlines.
• Outstanding verbal and written communication mechanics in fluent English, with an absolute capacity to interact professionally across all internal team and corporate client levels.
• Location and Shift Scheduling Constraints: Open exclusively to qualified technical agents base-stationed permanently within **India** working a 100% remote part-time schedule of **20 hours per week (scheduled strictly to US Pacific Standard Time (PST): Saturdays from 10:00 AM – 8:00 PM and Sundays from 6:00 AM – 4:00 PM)**.

Preferred Strategic Indicators (Nice to Have)

• Prior commercial history operating within a property technology enterprise, internet-of-things (IoT) software firm, cloud-based building access provider, or smart utility management startup.
• Experience assisting non-technical users or property managers to master complex web-based cloud software dashboards or smartphone access applications.
• An outcome-driven personal philosophy rooted in absolute punctuality, dependability under pressure, and a desire to continuously expand your technical domain knowledge.

What We Offer

• The exceptional professional canvas to directly direct, shape, and deploy the technical support frameworks keeping a world-leading property technology platform running smoothly across 4,300 global locations.
• Highly competitive, capability-benchmarked part-time contractual compensation packages calibrated to reward your diagnostic authority and ticket logging speed.
• Profound work-from-home remote parameters providing an elite digital workplace, uncompromised workflow trust, and zero physical office geographical commuting friction within India.
• A defined contractual tracking framework running through the end of the year, providing a clear pathway for potential extension or **conversion into a full-time corporate role** based on business expansion.
• Access to an award-winning workplace culture that embraces diversity, celebrates authentic individual perspectives, and values comfortable work-life calibration metrics.