Technical Support Representative - PTI Security Systems (Remote)
Company: ASSA ABLOY Global Solutions - Hospitality
Location: Indianapolis
Posted on: May 16, 2022
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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
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