BTS Customer Support Specialist ‎

ASSA ABLOY•Phoenix, AZ

6d•Onsite

About The Position

ASSA ABLOY is seeking a Customer Care Specialist to provide remote customer support and training on software solutions. This role is ideal for individuals who enjoy troubleshooting, training, and guiding customers through software workflows, rather than just fixing technical issues. The position involves working closely with customers, teammates, and internal departments to resolve issues, explain software functionality, document solutions, and continuously expand knowledge. The software environment includes both modern cloud-based SaaS applications and legacy on-premise systems. Success in this role depends on critical thinking, communication, organization, and the ability to learn and follow documented processes consistently.

Requirements

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

Nice To Haves

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

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