BTS Customer Support Specialist
Are you looking for a technical support challenge without the monotony of a call center? Then a Software Customer Care role with ASSA ABLOY may be for you. In-house training is available as well as opportunities for growth. This is not your average Software Support position. You will have access to and be a part of building a robust and evolving, knowledge base. No two days are the same. Your responsibilities will include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who is able to earn our clients’ trust. You should be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Responsibilities
- Provide remote technical support and light training to end-clients, business partners, and colleagues
- Provide support via phone, email, and remote connection
- Technical fault finding and root cause analysis, both software and hardware
- Report any bugs or issues with the development team
- Document new findings in the Knowledge Base
- Keep customer reports and records in CRM and Technical Support software tools
- Assist with technical product training
- Work efficiently utilizing a ticketing system that must be kept current with full disposition details.
- Assist in the installation of on-premise software and the creation of cloud-based instances.
- Perform more complex maintenance activities to ensure optimal system performance.
- Communicate courteously and effectively with end-users in the problem resolution process.
Minimum Qualifications
- Excellent customer service
- Proficient with Windows Operating Systems, Microsoft Office Suite applications, and software installations
- 3 years’ experience performing first level network troubleshooting (WAN/LAN, VPN connections, servers, and desktops.)
- Effective communication skills.
- Excellent problem resolution skills.
Preferred Qualifications
- Division 8 (Door, Frame and Hardware) knowledge
- Microsoft Certifications, MCSA/MCSE/MCITP and/or Windows certification(s)
- Experience with remote troubleshooting and remote support tools (LogMeIn, TeamViewer, Zoom, MS Teams, etc.)
- Experience troubleshooting VPN and connectivity issues
We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.
As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.
As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.
