Job description:
Technical Support Specialist
Company Overview
Secure Lox is a premier manufacturer and service provider specializing in hotel security equipment. We design, manufacture, install, and support advanced electronic locking systems for hotels and other facilities. Our commitment to reliable products, responsive technical support, and exceptional customer service helps our clients maintain secure and efficient operations.
Position Overview
Secure Lox is seeking a knowledgeable, dependable, and customer-focused Technical Support Specialist to join our team.
The Technical Support Specialist is responsible for providing technical assistance to customers experiencing hardware, software, network, and electronic lock-system issues. This position requires strong troubleshooting abilities, excellent communication skills, and the ability to resolve technical problems efficiently while maintaining a high level of customer satisfaction.
The ideal candidate will be comfortable working directly with customers by phone, email, and remote-access software and collaborating with our Technical Support, Installation, Sales, and Warehouse teams to resolve customer issues.
Key ResponsibilitiesTechnical Support & Troubleshooting
- Provide professional technical support to customers by phone, email, and remote-access software.
- Diagnose and troubleshoot electronic hotel lock systems, software, hardware, networking, and system configuration issues.
- Assist customers with lock programming, system setup, software configuration, and general system operation.
- Troubleshoot Windows-based computers and related software applications.
- Utilize TeamViewer and other remote-access applicationsto diagnose and resolve customer issues.
- Identify the root cause of technical problems and provide appropriate solutions.
- Escalate complex technical issues to management or senior technical personnel when necessary.
- Coordinate with field technicians and installers when on-site service is required.
- Assist with system upgrades, software updates, hardware replacements, and other technical projects.
Customer Service & Follow-Up
- Deliver exceptional customer service through professional communication and effective problem-solving.
- Clearly explain technical information and troubleshooting procedures to customers with different levels of technical experience.
- Conduct follow-up calls after issue resolution to confirm system functionality and customer satisfaction.
- Maintain professional relationships with hotel owners, managers, front-desk personnel, maintenance teams, and other customer representatives.
- Provide timely updates to customers regarding unresolved or escalated technical issues.
- Maintain a calm and professional approach when assisting customers with urgent technical problems.
Ticket & Service Management
- Create, update, and manage technical-support tickets for customer issues.
- Accurately document troubleshooting steps, findings, solutions, and customer communications.
- Prioritize support requests based on urgency, operational impact, and customer needs.
- Monitor open tickets and ensure appropriate follow-up until issues are resolved.
- Maintain accurate customer, equipment, and service information within company systems.
- Identify recurring technical issues and communicate trends to management for further investigation.
Cross-Department Support
- Collaborate with the Installation Department regarding new installations, system configurations, upgrades, and service issues.
- Coordinate with the Warehouse Department regarding replacement equipment, parts, locks, and other hardware.
- Work with Sales and Customer Service teams to address product and customer-related technical questions.
- Assist with testing equipment and preparing hardware for customer installations when needed.
- Assist with warehouse operations and other departments as required.
- Participate in technical training and maintain current knowledge of Secure Lox products, software, and systems.
Required Qualifications
- College degree in Computer Science, Information Technology, Information Systems, or a related technical field is required.
- Previous experience in technical support, IT support, help desk, software support, or a related technical position is preferred.
- Strong knowledge of Windows operating systems and general computer troubleshooting.
- Understanding of basic computer networking, including IP addresses, connectivity, routers, and network troubleshooting.
- Ability to diagnose hardware and software issues systematically.
- Strong written and verbal communication skills.
- Excellent customer-service and interpersonal skills.
- Strong organizational skills and attention to detail.
- Ability to manage multiple technical-support requests simultaneously.
- Ability to work independently and collaboratively in a fast-paced environment.
- Ability to learn new software, hardware, and electronic security systems quickly.
Preferred Technical Skills
Experience or familiarity with any of the following is beneficial:
- Electronic hotel locking systems
- Access-control systems
- RFID / MIFARE technology
- Bluetooth-enabled locking systems
- Windows networking
- TCP/IP and basic network configuration
- Remote desktop and remote-support applications
- Hardware diagnostics
- Software installation and configuration
- POS or Property Management System environments
- Technical ticketing systems
- Electronic security equipment
Previous hotel-lock or access-control experience is preferred but not required for candidates with a strong IT background and demonstrated ability to learn new technologies quickly.
Skills & Professional Traits
The successful candidate should demonstrate:
- Strong technical troubleshooting and analytical skills
- Logical and systematic problem-solving
- Excellent customer-service skills
- Professional phone and email communication
- Patience when assisting non-technical customers
- Strong follow-up discipline
- Dependability and accountability
- Ability to prioritize urgent technical issues
- Ability to work effectively under pressure
- Strong attention to detail
- Team-oriented attitude
- Willingness to learn and take on additional responsibilities
Schedule & On-Call Support
This position requires flexibility to support customers experiencing time-sensitive technical issues.
- Regular weekday schedule (Mon-Fri / 9am-5:30pm)
- Participation in the company's after-hours, weekend, and holiday on-call rotation
- Ability to respond professionally to urgent customer support situations
- Additional hours may occasionally be required based on customer or operational needs
Position Summary
The Technical Support Specialist plays a critical role in maintaining customer satisfaction and ensuring the reliable operation of Secure Lox locking systems.
The ideal candidate combines strong IT and troubleshooting skills with exceptional customer service, takes ownership of technical issues from initial contact through resolution, and works effectively with customers and internal departments to deliver timely and professional support.
Job Type: Full-time
Benefits:
- 401(k)
- Paid time off
- Holiday Pay
- Birthday Pay Time Off
Pay: $20.00 - $25.00 per hour
Work Location: In person
