Product Support Technician II

ASSA ABLOY • Kennesaw, GA

1d • Remote

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. As the Product Support Technician II for the Global Solutions division of ASSA ABLOY, 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 a quality customer service experience via remote connection 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, organization, 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
• Creative, positive, and high-energy individual with a hands-on mentality and excitement for new technologies and emerging trends

Nice To Haves

• Knowledge of Microsoft SQL Server and Database preferred

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 customer-facing and internal knowledge base
• Creating, maintaining, and delivering training to our dealer community as needed

Benefits

• A competitive total rewards package aligned with market benchmarks and role scope
• Access to tools, resources, and development opportunities to enhance technical expertise and career growth
• A collaborative engineering environment focused on innovation, quality, and continuous improvement
• Leadership support and clear expectations to enable success in delivering impactful mobile solutions
• The opportunity to contribute to products used by customers around the world in security and access solutions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees