Description:
The Association Support Representative delivers world-class, onsite technical support and customer training. This role demands outstanding customer relationship skills, efficient technical troubleshooting, and effective coordination across teams.
Responsibilities and Duties
-
Assist customers with onboarding, training, and adoption of products and services.
-
Diagnose and resolve level 2 technical issues and account inquiries within service level commitments.
-
Deliver comprehensive training presentations to educate customers on the benefits and applications of SentriLock products and services.
-
Log and code customer interactions, incidents, requests, & escalation events via case management system and knowledge base.
-
Partner with Customer Success Management to effectively resolve customer escalations.
-
Prepare, test, and operate audio/visual equipment for training sessions.
-
Monitor, manage, and accurately track product inventory.
-
Process product returns abiding by all standard operating procedures for security, repairs, and replacements.
-
Performs other related duties as assigned to support the organization’s goals and objectives.
Requirements:
- Associates Degree in Technology or 2+ years equivalent work experience – Required
-
2+ years on-site technical support experience – Required
-
CompTIA A+ certification – Preferred
-
Written and verbal bilingual fluency (French, Spanish, Chinese) – Preferred
-
Strong ability to handle customer escalations with a satisfactory outcome.
-
Professional verbal and written communication skills including in person training presentations.
-
Proficiency in Microsoft Office Suite including Word, Excel, Outlook, and PowerPoint.
-
Ability to type, deliver training presentations, look at a computer screen, and/or sit for long periods of time.
