Provide telephone support for our access control and security systems to end users and dealers.
Strive to resolve issues and document the resolution within our ticketing system.
Provide a quality customer service experience via remote connection to troubleshoot hardware and software components.
Serve as a technical resource for customers and installation technicians in the field.
Troubleshoot and resolve various technical support issues, including both hardware and software.
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 our dealer community as needed.

Ability to perform in-depth troubleshooting of proprietary software and hardware for access control systems remotely.
Strong analytical, organization, 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+ year 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.

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.

Product Support Technician II

Key skills