Support Technician
PERSONA Support Technician
Job Summary
This person is responsible for both field and remote support for the ASSA ABLOY PERSONA
products. Activities in the field will include product trainings, service, and troubleshooting.
Further responsibilities include the coordination of the technical resources from multiple
organizations to service accounts.
Duties and responsibilities
Provide exceptional customer service and technical support over the phone and onsite to
current and prospective customers, and participate in activities which include, but are not
limited to:
Troubleshooting hardware, software and identify network issues.
Beta testing and reporting on new products.
Use trouble ticket system for tracking 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 the lab to determine root cause of issues.
Preparing documentation / diagrams to meet customer requirements.
Qualifications
Strong working knowledge of using and troubleshooting Microsoft Operating Systems
SQL Server and Query knowledge.
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.
Working knowledge of LAN & Wi-Fi networks.
Familiarity with electrical products or physical security products is preferred.
Experience with access control software a plus.
IT Certifications pertaining to wireless networking (vendor neutral or specific), database
administration, LAN administration, etc. also a plus.
Possession of a valid passport.
Qualification and willingness to travel without restrictions both domestically and abroad.
Working conditions
The employee will be based in a home office and will be expected to travel as well. Some
months of the year might involve 50% travel on average. At times, spontaneous and unplanned
travel might be required. The employee should live near a convenient 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. While engaging in daily support calls, the employee will be
managing multiple long-term projects with the assistance of the team.
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.
