BTS Customer Support Specialist
Detaljhandel och konsumenttjänster · Kundtjänst · Kundsupport
I korthet
ASSA ABLOY is seeking a BTS Customer Support Specialist to provide remote software support, training, and troubleshooting for customers and internal teams. This role requires strong communication, problem-solving skills, and experience with CRM/ticketing systems, with a high school diploma and 3+ years of relevant experience.
Ansvarsområden
- 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
Krav
- 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
- 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
Önskade kvalifikationer
- 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
Förmåner
- Structured onboarding
- Ongoing training
- Access to a robust internal knowledge base
- Empowerment to build career around aspirations
- Regular feedback
- Training and development opportunities
- Diverse, inclusive teams
- Value different perspectives and experiences
Färdigheter
CRMHelp DeskTicketing SystemsMicrosoft TeamsTeamViewerSQL
#Customer Service#Contact Center Operations#Software Support#SaaS
Om ASSA ABLOY Group
Let’s create a safer and more open world – together! ASSA ABLOY is the global leader in access solutions with sales of SEK 121 billion and 52,000 employees. The Group has operations in over 70 countries and sales worldwide. ASSA ABLOY’s innovations enable safe, secure and convenient access to physical and digital places. Every day, we help billions of people experience a more open world. We have a feeling of discovery and urge to innovate by working together and telling it like it is, enabling us to be always growing, never boring and leading right. Do you want to be encouraged to act, have…
Företag
ASSA ABLOY GroupPublicerade jobb
för 5 dagar sedan
Upphör
om 2 veckor
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Medarbetare
Platser
Phoenix, United States
New Haven, United States
Kvalifikation
Yrkeshögskola
Sökande
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