Support Specialist
Core
First point of contact for customers, dealers, and locksmiths needing help with security solutions, providing technical support and troubleshooting for mechanical and electronic locks.
Role type
Support Specialist (Customer Service & Technical Support)
Builds
Customer support cases from intake to resolution using SafeManager software
Domain
Security hardware and electronic locks
Deliverable
client delivery
Required skills
troubleshooting, critical thinking, problem-solving, communication, building rapport, case management, product expertise
Preferred skills
self-starter mindset, initiative, ownership of customer experience
Technologies
SafeManager, FileMaker
Responsibilities
Answer inbound calls from customers, dealers, and locksmiths; diagnose issues with mechanical and electronic locks; manage cases from beginning to end including ordering parts and scheduling locksmiths; record and track customer interactions using SafeManager software; partner with Sales Managers to deliver excellent customer experiences.
Seniority
Individual Contributor, 5+ years experience
