Product Support Technician II

Assa Abloy•Kennesaw, GA

35d

About The Position

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, which is 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 a fantastic opportunity available at PTI Security Systems for a Product Support Technician II. Part of Global Solutions, PTI Security Systems…. Founded in 1979, is a historic player in the self-storage industry. Over the years, our company has formulated lasting strategic partnerships, developed award-winning products, and helped shape the future of self-storage security. Join us on this journey through time as we celebrate PTI's enduring dedication to safeguarding the self-storage industry. Your Role in Keeping the Future in Safe Hands… As a Product Support Technician II, you will have the opportunity to provide telephone support for our access control and security systems to end-users and dealers. Our technicians strive to resolve issues and document the resolution within our ticketing system in an efficient manner that complies with our company procedures. Reporting to the Customer Support Manager, you will be responsible for providing high-quality customer service experiences via remote connections to troubleshoot both hardware and software components.

Requirements

Ability to perform in-depth troubleshooting of proprietary software and hardware for access control systems remotely
Strong analytical, organizational, and multi-tasking skills
Effective troubleshooting skills
Excellent listening and communication skills, both verbal and written
Strong work ethic - punctuality and team interaction are critical
Basic knowledge of Electrical principles and low-voltage electronics, including wiring and wireless communications
2+ year prior Support center experience.

Nice To Haves

Knowledge of Microsoft SQL Server and Database preferred.
Creative, positive, and high-energy individual with a hands-on mentality and excitement for new technologies and emerging trends

Responsibilities

Provide technical support via inbound calls from customers
Understand the product line and installation process
Serve as a technical resource for customers and installation technicians in the field
Troubleshoot and resolve various technical support issues, including both hardware and software
Punctuality and reliability are critical to success
Ensure electronic records are created and updated for all customer communications
Build and maintain a customer-facing and internal knowledge base
Creating, maintaining, and delivering training to our dealer community as needed

Benefits

Hands-On Training: You'll receive direct, hands-on training, ensuring you gain the skills and confidence to succeed in this role.
Supportive Leadership: A collaborative and accessible leadership team with an open-door policy.
Work-Life Balance: We value work-life balance and offer flexible working hours to help you manage your time effectively.
Career Development: Learning and growth opportunities to build your future.
Generous Total Rewards Package: Competitive pay, benefits, and wellness resources.

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