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Responsibilities
- Provide first-line technical support to customers, troubleshooting and resolving hardware, with knowledge of access control when it comes to electrical lock and hardware.
- Act as a dispatcher, managing and assigning tasks to the appropriate technical team members based on the complexity and urgency of the issues.
- Use your knowledge and expertise to triage service work, prioritizing tasks to ensure the most critical issues are addressed first.
- Maintain a high level of customer service, ensuring all customer issues are resolved to their satisfaction and documenting all interactions in our customer relationship management system.
- Develop and maintain a thorough understanding of our products and services to provide accurate and efficient assistance to customers.
- Collaborate with other members of the IT team to identify and implement improvements to our support processes and procedures.
- Participate in ongoing training and professional development to stay up-to-date with the latest technology trends and solutions.
Qualifications
- 1-3 years of technical experience
- Proven experience in dispatcher, triage service work, help desk support, and customer service.
- Strong technical skills, with a thorough understanding of locksmithing and Mechanical Cores and Keys.
- Excellent problem-solving skills, with the ability to troubleshoot complex technical issues and find effective solutions.
- Outstanding customer service skills, with the ability to communicate clearly and effectively with customers and provide a high level of service.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Strong organizational skills, with the ability to manage and assign tasks effectively.
- Willingness to continually learn and stay up-to-date with the latest technology trends and solutions.
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