Product Support Specialist

About the role

• As a Product Support Specialist, you play a pivotal role in delivering exceptional customer support and technical assistance. Your primary responsibility is to ensure our clients derive maximum value from our products by troubleshooting issues, resolving inquiries promptly, and collaborating closely with cross-functional teams. Your technical prowess and customer-centric approach are crucial in maintaining high levels of customer satisfaction and contributing to the continuous improvement of our product offerings.
• This is a hybrid position where we expect you to be in the office 2-3 days a week.
• This role requires working hours based on PST.

What you'll do

Customer Support:

• Provide first-line support to customers via phone, email, and chat, addressing inquiries and resolving issues related to our access control.
• Document and track customer interactions, ensuring accurate and timely updates in the CRM system.

Technical Assistance:

• Troubleshoot and diagnose technical issues, providing step-by-step guidance to customers for resolution.
• Support Kisi partners, administrators, and end-users as they install and operate our products.
• Collaborate with product teams to escalate and resolve complex technical problems.

Product Knowledge:

• Maintain a deep understanding of our product offerings, features, and functionalities.
• Understand hardware mechanisms, wiring, and installation to remotely support Kisi installers, administrators, and users who may be on-site.
• Stay updated on product updates, new releases, and industry trends to provide informed support.

Training and Documentation:

• Develop and deliver training sessions for customers on the effective use of our access control.
• Create and update user manuals, FAQs, and support documentation to assist customers in troubleshooting common issues.

Quality Assurance:

• Monitor and report on recurring issues, providing feedback to product development teams for continuous improvement.
• Conduct regular follow-ups with customers to ensure issues are resolved to their satisfaction.

Customer Feedback:

• Gather and analyze customer feedback to identify areas for product enhancement and improved customer experience.
• Participate in regular team meetings to share insights and recommendations based on customer interactions.

Cross-Functional Collaboration:

• Work closely with sales, logistics, shipping, billing, and product teams to ensure seamless communication and coordination in addressing customer needs.
• Participate in product development discussions to provide customer-centric insights.

Process Improvement:

• Identify opportunities to enhance support processes and tools, contributing to the efficiency and effectiveness of the support team.
• Implement best practices for customer support and technical assistance.

Administration and Coordination:

• Maintain accurate records of support activities, customer interactions, and issue resolutions.
• Assist in the management of support tickets, ensuring timely and efficient resolution of customer issues.

Qualifications

• Bachelor’s degree in Information Technology, Business, or a related field - degree preferred.
• 3-5 years of experience in customer support, technical support, or a related role.
• Experience with low voltage wiring
  
• Proven track record of successfully resolving technical issues and providing exceptional customer support.
• Technical knowledge and experience with remote access control and integration processes.
• Proficiency in using CRM and support management software, tools, and tracking.
• Ability to work collaboratively within a team environment and contribute to collective success.
• Exceptional communication, interpersonal, analytical, and problem-solving skills.
• Ability to think strategically and identify opportunities for enhancing customer support.