BTS Customer Support Specialist
About The Position
ASSA ABLOY is seeking a Customer Care Specialist to provide support for their software solutions. This role is ideal for individuals who enjoy problem-solving, learning new software, and assisting customers with software workflows and technical issues. The position is not a high-volume call center role and involves close collaboration with customers, teammates, and internal departments. The company supports both modern cloud-based SaaS applications and legacy on-premise systems. Success in this role relies heavily on critical thinking, communication, organization, and the ability to learn and follow documented processes. The position is based on-site in Phoenix, AZ.
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
Benefits
- Multiple healthcare options
- Tuition reimbursement
- Matching 401k
- Generous holiday schedule
- Paid time off
- Employee pricing on products
- Discount programs for travel, entertainment, and more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
