Customer Support Specialist

Customer Support and Business Development Specialist I

Customer Support and Business Development Specialist I Location: Remote within the United States ASSA ABLOY is a global leader in door opening solutions dedicated to providing a safe, secure, and accessible building environment. Every day, we help billions of 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. ASSA ABLOY's offerings include products and services related to locks, doors, gates, and entrance automation such as controlling access and confirming identities with keys, cards, tags, mobile and biometric identity verification systems, mechanical and digital locks, cylinders, security doors and automated entrances. Building something great is only possible with great people and a great culture. If you have technical support experience, a creative side, an entrepreneurial mindset, and want to be a part of something great, this may be the perfect opportunity:

Job Summary

In this dual role, your time will be split between providing customer support to customers via phone, email, live chat, and customer site visits and contributing to the company's overall strategic sales and business development initiatives through tradeshow support, field training (internal subject matter experts and install partners/distributors/wholesalers and end user customers), brand champion engagement, partner onboarding, and in-person partner training.

Duties and Responsibilities

Customer support (up to 80%)

• Troubleshooting hardware, software, PC interface, and mobile app to identify and resolve issues.
• Partner onboarding and training, subscription management, order management and warranty returns.
• Use case management system for tracking customer engagements, issues, and problem resolution.
• Resolve issues or ensure timely escalation to appropriate support level.
• Act as a liaison between customers, engineering, and manufacturing personnel.
• Maintaining prompt and effective inter and intra-team communication.
• Working with equipment in testing environments to determine root cause of issues.
• Preparing documentation / diagrams / knowledgebase articles for external use.
• Meet or exceed established individual targets for utilization rate, availability, average speed to answer and overall customer satisfaction ratings.

Business development (up to 20%)

• Tradeshow/ event support and networking.
• Conduct training events (internal subject matter experts, end user, install partners/distributors/wholesalers).
• Work with sales teams and distribution partners to create demand through training.
• Work with marketing team to identify end users for marketing case studies.
• Brand champion engagement.

Qualifications

Your background includes a College/University degree (preference for specialization in related curricula), or have work experience commensurate with, minimum high school/GED diploma. Minimum of 2 - 3 years of relevant experience. Strong working knowledge of Microsoft Operating Systems. Strong working knowledge of iOS and Android for mobile, Operating Systems. Excellent customer service skills and the ability to interact in a courteous, helpful and professional manner. Unquestionable ethics with proven ability to deal with a high level of confidentiality. The ability to act independently, take initiative, and drive tasks and issues to resolution. Strong verbal and written communications skills. Strong organizational and multi-tasking skills. Demonstrated strong problem solving and analytical skills. Familiarity with door hardware, electronic access control or physical security products is preferred. Experience with installation of door hardware and wiring access control devices a plus. Experience with access control software a plus. Possession of a valid passport. Qualification and willingness to travel without restrictions both domestically and abroad. Ability to balance multiple projects and meet tight deadlines.

Success Profile Level I employees are learning the product portfolio, handling most standard customer issues independently, and developing presentation and training skills. Working conditions The employee will be based in a home office but must maintain availability to travel at times up to 50% domestically and internationally as business needs require. A valid passport and driver's license is required. The employee should live within commuting distance of a major airport in the United States. While in a home office, the employee will be connected to a virtual support queue via an IP connected telephone system. A consistent high speed internet connection is a must. Must be able to lift 50lbs. Major markets Dallas TX, Houston TX, Austin TX, Phoenix AZ, Denver, CO, Los Angeles, CA, San Francisco, CA, Las Vegas, NV Portland OR, and Seattle WA. Organizational relationships The Customer Support and Business Development Specialist I will report to the Sr. Manager, Technical Solutions. ASSA ABLOY offers a competitive compensation and benefits package, including discretionary bonus, a 401(k) plan, medical/dental/vision/life insurance, education assistance, company car, and an environment that reflects our commitment to our employees. Further benefits include paid time off for thirteen holidays and ten vacation days. The wage range for this role is $70K - $85K and considers a broad scope of factors that are considered when making compensation decisions. Pay within each range is based on a variety of factors including, but not limited to, to primary work job-related knowledge, skills, experience, training, licensure and certifications, business requirements, geographic location and other business and organizational needs. This salary range is a reasonable estimate for this position at the time of posting. ASSA ABLOY conducts regular review of compensation ranges and therefore reserves the right to alter this range at any given time. Working for ASSA ABLOY means that you will be part of a dynamic environment, developing innovative solutions to improve our customers' lives. As the global leader in door opening solutions, we are using the latest technologies to open doors to events, hospitals, education, homes, hotels, airports and businesses. Joining ASSA ABLOY means being part of a fast-moving company with many opportunities. "Let's open the doors to the future together!" ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran