Technical Support Specialist

Our client is seeking an experienced Technical Support Engineer to join our Technical Services team. In this role, you will provide Level I & Level II hands-on support to our internal and external customers to ensure zero in-field downtime. The ideal candidate will have a strong customer service background, has worked in the security or access control industry, possesses knowledge in biometrics technology, coupled with excellent written and verbal communication skills in English (fluent). Our client provides end-to-end biometric access control, workforce, and visitor management solutions. Our devices capture accurate data which is used to perform intelligent analytics and generate meaningful, user-friendly dashboards to help businesses of all sizes become more productive and secure. We are looking for someone curious, driven, and passionate to join our team and help us continue innovating in the biometric security field.

Responsibilities:

Under the supervision of the Manager/Supervisor or Lead, Technical Services, the duties, and responsibilities of the Level I & Level II Technical Support Engineer include:

• Perform technical diagnostics and troubleshooting (desktop and remote) for escalated issues.
• Provide prompt hands-on education to channel partners, system integrators, and end-users as required and qualify customers eligibility for support. 
• Educate customers about ticket flow and steps to problem resolution. Seek feedback and communicate through ranks for improvements that would result in a delightful customer experience.
• Ensure clear communication with internal and external customers, as well as adherence to defined procedures, policies, and best practices.
• Achieve daily goals through ticket resolutions, RMA turnaround time and provide inputs to minimize device downtime.
• Test various products and software. Utilize test data along with devices User Manual in developing best practices and knowledge sharing.
• Provide input towards implementing policies to ensure quality, timely and efficient design of customer-oriented services.
• Audit customer accounts to ensure accuracy of information.
• Attend operations/production meetings with management and follow work schedules and other assignments.

Qualifications:

• Bachelors degree in engineering, preferably in electronics or a related field.
• Minimum 2 5 years of experience in the Access Control or Biometrics industry.
• Experience with agent-based software & ERP such as Service Cloud, Infor Visual
• Knowledge in electrical or mechanical fields.
• Extensive customer-facing experience, and strong customer service background
• Strong continuous improvement mindset and leadership skills.
• Demonstrated experience with knowledge base management and/or call center management.
• Excellent written and verbal communication skills in English (fluent).
• Ability to work independently.
• Project management skills.
• Willingness and ability to quickly learn new technical skills.
• Strong work ethic and organizational habits.
• Ability to prioritize work activities to desired business goals.
• Knowledge and mastery of computer applications.
• Positive attitude: you are punctual, flexible, and adaptive