Product Support Technician II

Product Support Technician II – PTI Security Systems Provide telephone support for access control and security systems to end users and dealers. Resolve issues and document resolutions in the ticketing system, ensuring compliance with company procedures. Report to the Customer Support Manager and deliver quality customer service via remote connection, troubleshooting hardware and software components. Responsibilities Provide technical support via inbound calls from customers. Understand the product line and installation process. Serve as a technical resource for customers and installation technicians in the field. Troubleshoot and resolve technical support issues, including hardware and software. Maintain punctuality and reliability. Ensure electronic records are created and updated for all customer communications. Build and maintain customer-facing and internal knowledge base. Create, maintain, and deliver training to the dealer community as needed. Qualifications Perform in-depth troubleshooting of proprietary software and hardware for access control systems remotely. Strong analytical, organizational, and multi‑tasking skills. Effective troubleshooting skills. Excellent listening and communication skills, both verbal and written. Strong work ethic – punctuality and team interaction are critical. Basic knowledge of electrical principles and low‑voltage electronics, including wiring and wireless communications. 2+ years of prior support center experience. Knowledge of Microsoft SQL Server and database preferred. Creative, positive, and high‑energy individual with a hands‑on mentality and excitement for new technologies and emerging trends. Benefits A competitive total rewards package aligned with market benchmarks and role scope. Access to tools, resources, and development opportunities to enhance technical expertise and career growth. A collaborative engineering environment focused on innovation, quality, and continuous improvement. Leadership support and clear expectations to enable success in delivering impactful mobile solutions. The opportunity to contribute to products used by customers around the world in security and access solutions. #J-18808-Ljbffr ASSA ABLOY Group