Technical Support and Order Specialist

Description

The technical support and order specialist is responsible for providing frontline technical, operational, and customer support for the C-Series lock product and its associated cloud-based dashboard. The position works closely with customers, internal sales teams, engineering and operations to ensure a high quality customer experience while maintaining accurate order processing and documentation

The ideal candidate combines strong customer service skills with technical aptitude, attention to detail, and the ability to troubleshoot both user- and system-level issues. This role supports global customers and internal teams and is based in Nicholasville, KY

Key Responsibilities

Technical Support functions:

· Provide tier 1 technical support for the C-Series lock hardware, mobile applications (iOS and Android) and cloud-based dashboard.

· Assist customers with lock installation, configuration and initial setup.

· Troubleshot firmware, application and connectivity issues

· Assist customers with Bluetooth, NFC communication, and cloud interfaces during onboarding and lock configuration

· Perform initial diagnosis for hardware, firmware and software related issues.

· Support firmware updates, software updates and platform enhancements.

· Test new feature releases and provide QA prior to new version releases.

Customer Onboard and Training

· Guide customers through onboarding process, including lock installation, account setup and system configuration

· Guide customers through lock setup, onboarding and best practices

· Provide best practices and functional training to customers during onboarding and deployment

· Support internal teams with product knowledge and onboarding steps

· Document recurring customer issues and recommend product, process or documentation improvements

Order, Billing & Operational Support:

· Monitor billing accuracy for new and existing customers, including recurring revenue models within NetSuite.

· Provide ongoing global support for external sales teams and customers

· Assist customers with replacements, returns and escalation of cases.

Deliver professional, responsive, security-conscious support 

Requirements

• Strong Communication and      Interpersonal skills
• Experience supporting subscription      or recurring revenue models within NetSuite.
• 3 years of experience in technical      support or customer service or similar roles
• Understanding of web based      software platforms and user management 
• Experience supporting firmware and      software updates
• Experience supporting customer      onboarding
• Ability to work collaboratively in      a team environment
• Strong written communication      skills 
• Ability to manage multiple      projects simultaneously and work cross-functionally

· Detail-oriented with strong organizational skills and time management skills

· Proficient with Microsoft Office Suite 

Preferred

· Experience supporting subscription or recurring revenue models within NetSuite

· Experience working with technical documentation or revision-controlled content

• B2B or industrial/manufacturing customer      service experience
• Familiarity with access control,      security hardware or IoT products