Technical Services Coordinator Jobs

Position Overview:

Are you a problem solver who enjoys working with customers to fix issues and offer instructions? SALTO is looking for a Technical Services Coordinator (or TSC) to work as a level 1 agent. This position handles incoming calls, looking to resolve short, common issues or to gather the necessary information to escalate to a level 2 agent. Strong communication, hardware, organizational, and troubleshooting skills are essential to provide a high level of customer service as the first point of contact for support.

This role has tremendous growth potential for the ideal candidate. We support personal and professional development at SALTO. There are a variety of areas for one to move into based on solid performance and unique contributions: Technical Services II, Project Coordinator, Technical Services Advisor and Client XSperience Manager. To support one of our key objectives of Fostering a Culture of Learning and Impact, in the first 90 days, you will take DHI (Door and Hardware ) and successfully pass and complete the training.

Job Duties:

• Answer incoming calls to tech support hotline, and create tickets for calls
• Develop product knowledge through available resources
• Monitor the incoming email-based tickets in queue and alert or assign tickets as needed
• Add details to ticket to ensure escalated tickets contain enough information for level 2 agents to understand the full problem or request
• Troubleshoot common issues seen in software/hardware
• Document cases the TSC was able to solve to describe the issue, troubleshooting steps, and resolution
• Handle level 1 tickets and follow up throughout the case’s lifecycle

Core Requirements:

• Knowledge of door hardware
• Demonstrate organizational skills
• Understand how software and hardware interact
• Communicate professionally with customers
• Have strong attention to details
• Working knowledge of SQL, IP configuration, and software applications
• Understand and use troubleshooting processes
• Adapt communication to customer’s knowledge level
• Punctuality
• Maintain composure if working with upset customer
• Desire to expand knowledge of products

Educational and Experience Requirements:

• Access control experience 1-2 years
• Customer success experience 2-3 years
• BS in Computer Science preferred
• Door Hardware Knowledge (Preferred DHI Certification)
• Speaks fluent French

Our 650 employees at our offices in 32 countries work hard to help us deliver wire-free electronic access control solutions that are secure, efficient, flexible, and cost-effective. Over 20 million people in 90 countries use SALTO products every day at 5 million access points and 25,000 successful projects.

SALTO Systems is a global leader in the development and manufacture of world-class hardware and software access control solutions for a variety of sectors: education, hospitality, retail, healthcare, residential, etc. SALTO revolutionized access control with the first stand-alone, battery-powered electronic lock; the SALTO Virtual Network (SVN) data-on-card technology; and the first wireless access control system that combined a stand-alone locking device with online, real-time capabilities – without wires or mechanical keys. SALTO is used in over 40,000 installations with 40 million daily users and has offices in 32 countries with a partner network that extends to every region of the globe.

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