Technical Support Tier I

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems, billing inquiries, submits return merchandise authorizations, and promotes aftermarket sales. Answers telephone calls, and responds to emails, right faxes and voicemails within prescribed service levels. Documents, tracks, and provides accurate and timely follow through to customer inquiries. Relies on experience and judgment to plan and accomplish goals.

Essential Duties and Responsibilities :

• Takes ownership of incoming calls from the end user community and provides one call resolution for ASSA ABLOY product lines.
• Properly enters customer information, documents and verifies customer orders, billing and shipping addresses for invoicing and tracking purposes.
• Responsible for follow-up on all issues, maintains quality assurance of tickets, monitors order status and backlogs for delayed orders.
• Performs front line troubleshooting of proprietary software for product lines and tests product hardware and software applications to resolve technical inquiries.
• Assigns tickets to the proper 2nd and 3rd level support teams, sales and field technicians.
• Escalates calls to appropriate departments and senior management as needed.
• Provides input on processes and assists with the development of standard operating procedures to gain efficiencies.
• Promotes Aftermarket Sales to contribute to revenue expectations of department and company.
• Assumes and performs other duties and responsibilities not specifically outlined herein.
• Projects a favourable image of ASSA ABLOY Hospitality, Inc. when interfacing with the outside community
• Rotation of on-call phone and pager for products lines after hours and weekends.

Skill Requirements and Performance Criteria :

Education and / or Work Experience Requirements :

Software and Technical Skills :

Physical Requirements :

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.