Technical Support Specialist, Tier 1
ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, who are the global leader in access solutions. Every day, we reimagine how people move through a safer, more open world with ease. If you’ve ever walked through an automatic door, stayed in a hotel, or gone through passport control, you’ve probably used one of our products or services. We have operations in over 70 countries, with over 52,000 colleagues around the world.
Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. And we have the fantastic opportunity available in KEYper Systems for a Technical Support Specialist, Tier 1.
Part of Global Solutions, KEYper Systems designs, installs, and supports a wide range of electronic key management hardware along with class leading software solutions that underpin the critical operations of some of America’s biggest companies as well as organizations across the world.
KEYper Systems reports directly into Traka. Traka was originally the manufacturer of one of the world's first electronic key management systems in 1990 - they are now world leaders in innovative technology for sophisticated, intelligent key management systems and locker solutions. They operate in a wide variety of channel markets such as Government, MOD, Prisons, Fleet, Distribution Centres, and Data Centres etc.
Your Role in Keeping the Future in Safe Hands…
As a Technical Support Specialist, Tier 1 for the Global Solutions division of ASSA ABLOY, you will have the opportunity to become a valuable member of our Customer Care team, making a genuine, positive impact in the lives of our customers.
Reporting to the Technical Support Supervisor, you provide hardware and software support to customers and resellers, providing Tier 1 level line support by means of Telephone, Email, Online and Onsite support requests.
What you will do…
- Provide Tier 1 level line support dealing with customers, field technicians and resellers.
- Investigate faults and technical issues, documenting and following up to closure.
- Set up test systems to mimic customer faults.
- Work with Senior Technicians on issues that need to be escalated.
- Work with field technicians to effectively solve problems in the field.
- General administration within the technical team.
- Carry out diagnostics and resolve faults with the customer over telephone, email, and online where necessary.
- Ensure that technical support enquiries are handled quickly and proactively via telephone, Email and online. The role supports a range of key management products across a variety of industries.
- Carry out new product training with customer using online meeting tools.
- Perform other duties assigned by the director from time to time.
What we expect of you…
- 1-3 years’ experience in customer service or technical support related field.
- College degree in a computer, engineering or technical field is a plus.
- Experience in a customer-facing environment and within a technical field.
- Knowledge of electronics hardware and/or software applications.
- Knowledge of computers and software installation.
- Skilled in developing long-term working relations with customers.
Physical Requirements
- Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols.
- Ability to sit, stand, walk, talk, hear, bend and reach.
- Ability to work sitting or standing for 8 hours per day.
What you can expect from us…
- 11 paid holidays + 15 paid vacation days
- Company 401k match program (4.5%)
- Health, Dental, Vision, Life, & ADD Insurance
- Access to online benefits portal & ASSA ABLOY brand discounts
Application
You can submit your application by clicking ‘Apply Now’. We will not consider application received via e-mail or through other channels. We will review applications continuously, so please apply as soon as possible.
About Us
Featuring four times in Forbes’ most innovative companies worldwide, we deliver innovative, safe, and convenient security solutions that provide real added value to our customers. As a group, our goal is to everyday help billions of people experience a more open world. We’re proud to boast leading positions across the majority of Europe, North and South America, Asia, and Oceania, offering products and services to our customers seeking solutions to their entrance and opening requirements, such as locks, doors and entrance automation.
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 63,000 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.
