Electronic Access Control Technical Support Specialist

As an Electronic Access Control Technical Support Specialist, you will act as the primary technical specialist for our EAC Technical Support Team. You will be the EAC technical support authority and will work remotely with our customers by addressing technical issues efficiently. This includes partnering closely with our cross functional teams to help drive resolution to critical customer support cases, and you will drive continuous service improvements throughout our Technical Support Team by building and delivering technical knowledge and resolutions. This role requires a strong understanding of electronic security systems, including access control hardware and software, as well as excellent problem-solving skills to address technical issues efficiently.

Primary Duties and Responsibilities

(50%) Advanced Technical Support

Provide telephone support to installers, property managers and residents by diagnosing and resolving technical issues with electronic access systems; relating to connectivity problems with lock hardware and app software by utilizing diagnostic tools and troubleshooting techniques.

• Provides live support to call takers
• Responsible for supporting CRM process exception/sign-off queues and ensures any/all warranty orders are processed accurately and timely
• Proactively supports daily call volume as needed to achieve or exceed daily service-level objectives and key operational initiatives

(20%) Escalation Support:

Directly handle escalated customer inquiries or complaints, providing timely and effective resolution. Assist CSRs in resolving complex technical issues, escalating cases as needed to cross functional EAC team members

• Follow-up and make scheduled callbacks to installers, property managers and residents as necessary
• Manage EAC Tech Escalation Queues - completing cases within a timely manner

(15%) Cross Functional VOC Representative

• Serve as an information resource to internal customers
• Conduct Call Center/Digital Service performance analytics (ie. SFDC and UJET reporting, etc.)
• Provide continual closed loop feedback to Supervisor, Manager, Field Sales Engineer, Engineering, Quality, Marketing, and Sales to improve product and service offering

(10%) Coaching/Training

• Acts as a coach/mentor to CSRs and serves as a “shadow” trainer for new hires by modeling the key department service performance policies and procedures
• Assist Electronic Locks CS Manager and Supervisor with special projects, as requested (ie. Develop/update training curriculum, data gathering, etc.)
• Provides agent feedback to Supervisor and Manager

(5%) Process Improvement:

Identify opportunities to streamline processes, improve efficiency, and enhance the customer experience within the EAC Technical Support Team.

Education and Experience Profile

• High school diploma or equivalent required
• At least two (2) years of experience in a technical support function; a call center environment a plus
• Proven experience working with electronic access control systems, preferably in a technical support or installation role
• Certifications such as Certified Electronic Security Technician (CET) or Certified Access Control Professional (CACP) are a plus
• Microsoft Office and Excel skills required

Required Skills

• Strong technical knowledge of low voltage electronic access solutions, including access control systems, door readers, electronic locks, keypads and related hardware. Technical proficiency in the following a plus:
• Experience with RFID technology
• Experience working on new commercial construction, tenant improvements, and remodels
• Strong troubleshooting skills and the ability to diagnose and resolve technical issues efficiently
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders
• Problem-solver; ability to deal with customers (internal and external) in difficult situations
• Detail-oriented with a focus on accuracy in documentation and system configuration
• Ability to work independently and prioritize tasks effectively in a fast-paced environment
• Type 40+ WPM

Work Environment:

Must be able to work effectively with others and have good interpersonal skills. Must be a highly organized individual with the ability to multitask and work well under pressure to meet daily goals. Must be able to work independently and take direction from leadership team. Must be willing to accept responsibility and to show good judgment at all times. Must be willing adhere to the principles of teamwork and collaboration to comply with a high performing team environment.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

ASSA ABLOY is an Equal Employment Opportunity/Affirmative Action employer.