Technical Support Specialist Tier 1

 

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, who are the global leader in access solutions. Every day, we reimagine how people move through a safer, more open world with ease. If you’ve ever walked through an automatic door, stayed in a hotel, or gone through passport control, you’ve probably used one of our products or services. We have operations in over 70 countries, with over 52,000 colleagues around the world.

 

Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. And we have the fantastic opportunity available in KEYper Systems for a Technical Support Specialist, Tier 1.

 

Part of Global Solutions, KEYper Systems designs, installs, and supports a wide range of electronic key management hardware along with class leading software solutions that underpin the critical operations of some of America’s biggest companies as well as organizations across the world.  

KEYper Systems reports directly into Traka. Traka was originally the manufacturer of one of the world's first electronic key management systems in 1990 - they are now world leaders in innovative technology for sophisticated, intelligent key management systems and locker solutions. They operate in a wide variety of channel markets such as Government, MOD, Prisons, Fleet, Distribution Centres, and Data Centres etc.

 

Your Role in Keeping the Future in Safe Hands…

 

As a Technical Support Specialist, Tier 1 for the Global Solutions division of ASSA ABLOY, you will have the opportunity to become a valuable member of our Customer Care team, making a genuine, positive impact in the lives of our customers. 

Reporting to the Director of Customer Care, you provide hardware and software support to customers and resellers, providing Tier 1 level line support by means of Telephone, Email, Online and Onsite support requests.

 

What you will do…

 

• Provide Tier 1 level line support dealing with customers, field technicians and resellers.
• Investigate faults and technical issues, documenting and following up to closure.
• Set up test systems to mimic customer faults.
• Work with Senior Technicians on issues that need to be escalated.
• Work with field technicians to effectively solve problems in the field.
• General administration within the technical team.
• Carry out diagnostics and resolve faults with the customer over telephone, email, and online where necessary.
• Ensure that technical support enquiries are handled quickly and proactively via telephone, Email and online.  The role supports a range of key management products across a variety of industries.
• Carry out new product training with customer using online meeting tools.
• Perform other duties ass