BTS Customer Support Specialist
Customer Care Specialist role is ideal for someone who enjoys troubleshooting, training, and guiding customers through software workflows; not just fixing technical issues. Former teachers, trainers, software support specialists, implementation coordinators, and customer success professionals often excel in this environment because they are adaptable, detail-oriented, patient communicators, and lifelong learners.
This is not a high-volume call center role. You will work closely with customers, teammates, and internal departments to resolve issues, explain software functionality, document solutions, and continuously expand your knowledge. We provide structured onboarding, ongoing training, and access to a robust internal knowledge base to help you succeed.
Our software environment includes both modern cloud-based SaaS applications and legacy on-premise systems. While some troubleshooting may involve Windows environments, networking, or client/server concepts, success in this role depends more heavily on critical thinking, communication, organization, and the ability to learn and follow documented processes consistently.
RESPONSIBILITIES
- Provide remote customer support and training on software to end users, business partners, and internal teams
- Support customers via phone, email, CRM/ticketing systems, and remote sessions
- Troubleshoot software issues by following documented procedures and workflows
- Clearly document troubleshooting steps, resolutions, and customer communication within the ticketing system
- Research issues using internal knowledge bases, documentation, and collaboration tools before escalating
- Escalate issues appropriately with complete summaries, relevant context, and steps already taken
- Guide customers through software features, workflows, and best practices in a clear and professional manner
- Assist with onboarding and training customers on new software functionality
- Identify recurring issues and contribute improvements to internal documentation and knowledge articles
- Collaborate effectively with Customer Care, Development, Training, and Sales teams
- Assist with basic technical troubleshooting involving Windows environments, connectivity, client/server applications, and cloud-based systems
- Participate in continuous learning and stay current on software updates, workflows, and industry knowledge
- Other duties as assigned
Success in This Role:
- Strong attention to detail and ability to follow documented procedures consistently
- Ability to learn new software systems quickly and adapt to changing processes
- Excellent listening, communication, and customer service skills
- Strong ownership mentality and follow-through
- Ability to organize, prioritize, and manage multiple support tickets effectively
- Comfortable asking questions, seeking clarification, and collaborating with teammates
- Ability to explain technical concepts to non-technical users
- Strong written communication and documentation skills
- Curious, coachable, and committed to continuous improvement
QUALIFICATIONS
The requirements listed below are representative of the knowledge, skills, and/or abilities required for this position.
Education and/or Experience:
- High school diploma or equivalent
- 3+ years’ experience supporting software users, customers, students, or internal teams
- Strong written and verbal communication skills
- Experience working with CRM, help desk, or ticketing systems
- Ability to learn technical workflows and follow established procedures accurately
- Strong organizational and time management skills
Preferred Qualifications
- Experience in customer support, SaaS support, training, education, implementation, or technical support roles
- Experience creating documentation, training materials, or knowledge base articles
- Familiarity with remote support tools (LogMeIn, Microsoft Teams, TeamViewer, etc.)
- Basic understanding of networking, VPN connectivity, Windows permissions, or client/server environments
- SQL or database experience is a plus, but not required
- Experience supporting ERP, construction, manufacturing, or specialty industry software is helpful
PHYSICAL DEMANDS
Physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the job.
While performing the functions of this position, the employee is frequently required to sit, stand, walk, stoop and kneel; use hands, reach with hands and arms; communicate clearly and effectively. The employee may also be frequently required to lift up to 10 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.
The noise level in the office environment is low and consistent with most offices.
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.
