Technical Support Specialist for Access Control Solutions
5 days ago
We are seeking a highly skilled Technical Support Specialist to join our team in Los Angeles, CA. As a key member of our Support Center, you will be responsible for providing exceptional technical support to our customers, ensuring the smooth operation of our access control solutions across North America.
As a Technical Support Specialist, you will analyze and resolve complex technical issues, provide technical training, and support incidents and installations on-site. You will work closely with our software and development department, distributors, and partners to ensure seamless integration and optimal performance of our systems.
Responsibilities- Act as first point of contact for incident and problem management (hardware & software) for our customers, field service technicians, engineers, dealers, and integration partners.
- Conduct independent system analysis and deliver input to improve our systems.
- Identify and troubleshoot problems to prevent incidents on SKIDATA and integrated Third Party products.
- Reproduce issues to achieve high-quality change requests towards our quality assurance team.
- Handle incidents and resolve issues to customer satisfaction.
- Support incidents and installations on-site upon demand.
- Maintain a high level of support through all available tools.
- Create and provide technical documentation, training materials, and conduct technical training sessions.
- Transfer knowledge to colleagues, subsidiaries, and partners whenever possible.
- Bachelor's degree in a relevant field (e.g., computer science, engineering) or equivalent experience.
- Several years of work experience in a related field.
- Excellent knowledge of IT and software architectures (Client/Server, Cloud Systems).
- Proficiency in operating systems (Windows Server, Linux).
- Familiarity with databases (MS SQL, Oracle) and SQL queries.
- Experience with Cloud- and Web services.
- Strong diagnostic skills and ability to quickly isolate and troubleshoot issues.
- Self-dependent working behavior, adaptability, and flexibility.
- Excellent communication skills (verbal and written), empathy, and ability to work well independently and in a team environment.
- Competitive salary: $120,000 - $150,000 per year, depending on experience.
- Strong benefits package, including 401(k), medical and dental insurance, life insurance, paid sick time, vacation, personal time, and company holidays.
- Opportunity to work with a global leader in access control solutions and contribute to the success of our company.
- Chance to travel domestically up to 25% of the time.
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