Technical Support Representative - PTI Security Systems (Remote)

Company: ASSA ABLOY Global Solutions - Hospitality
Location: Indianapolis
Posted on: May 16, 2022

Job Description:

About PTI Security Systems
PTI is the most trusted name in security and new technology for the self-storage industry because we have a proven track record of providing the best access control products and solutions to fit your site's unique needs. We've been in the self-storage industry for more than 35 years, and have more than 36,000 systems in self-storage facilities in more than 30 countries. For more information on our company, please visit https://ptisecurity.com/.

PRIMARY RESPONSIBILITIES:
PTI Technical Support Representatives provide telephone support for our access control and security systems to end users and dealers. The Support Representative's objective is to provide a quality customer service experience via remote connection to troubleshoot both hardware and software components. Our Technicians strive to resolve issues and document the resolution within our ticketing system in an efficient manner that complies with our company procedures.

JOB RESPONSIBILITIES , but not limited to:
Provide technical customer support for outbound calls to customers
Provide live customer support through online chat
Understand product line and installation process
Serve as a technical resource for customer's 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
Schedule will include Saturday and may occur between 8am and 8pm after initial training
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 on a quarterly basis or as needed

QUALIFICATIONS:
Ability to perform in-depth troubleshooting of proprietary software and hardware for access control systems remotely with limited scripts or references.
The ability to manage an online chat session with preferred customers
Strong analytical, organization and multi-tasking skills
Effective troubleshooting skills
Must be a self-starter
Excellent listening and communications skills, both verbal and written
Strong work ethic - punctuality and team interaction are critical
Basic knowledge of Electrical principals and low voltage electronics including wiring and wireless communications required
2+ year prior Support center experience.
Knowledge of Microsoft SQL Server and Database preferred.
Networking skills a definite plus
Mobile application experience also a plus
Prior field service and/or working knowledge of access control systems and troubleshooting Windows operating systems
Creative, positive, and high-energy individual with hands-on mentality and excitement for new technologies and emerging trends

Applicant Background Requirements
The candidate must agree to, and successfully pass a comprehensive background check to include:
Financial review (credit worthiness);
Civil review (public records, judgments, liens, etc);
Criminal background check;
Drug screening, where applicable.
Must be able to pass extensive background verifications.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 50,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access.

As an employer, we value results - not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

Keywords: ASSA ABLOY Global Solutions - Hospitality, Indianapolis , Technical Support Representative - PTI Security Systems (Remote), IT / Software / Systems , Indianapolis, Indiana