Onboarding & Tech Support - Multifamily Access Control

About the  Position

We are looking for a qualified Tech Support and Onboarding Team Member to provide fast and useful technical assistance on our systems. You will answer queries on underlying technical issues and offer advice to solve them.

An excellent candidate must have sufficient technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and composed, to deal with demanding customers.

Your goals will be to build value for clients that will help protect the company's character and business.

Responsibilities

• Serve as the first point of contact for customers exploring technical assistance over the phone, chat or email
• Complete remote troubleshooting through diagnostic techniques and pertinent questions
• Discover the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unsolved issues to the next level of support personnel
• Provide detailed information on products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements to procedures
• Monitor onboarding progress with clients and reach out if they fall behind on completing it, instructing them on how to complete it and from time to time do a live training session. 

Requirements

• Tech savvy 
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and solve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered