Association Support Representative

Responsibilities and Duties

• Assist customers with onboarding, training, and adoption of products and services.
• Diagnose and resolve level 2 technical issues and account inquiries within service level commitments.
• Deliver comprehensive training presentations to educate customers on the benefits and applications of SentriLock products and services.
• Log and code customer interactions, incidents, requests, & escalation events via case management system and knowledge base.
• Possess strong ability to handle customer escalations with a satisfactory outcome.
• Partner with Customer Success Management to effectively resolve customer escalations.
• Prepare, test, and operate audio/visual equipment for training sessions.
• Maintain accurate tracking of product inventory.
• Process product returns abiding by all standard operating procedures for security, repairs, and replacements.
• Perform other related duties as assigned to support the organization’s goals and objectives.

Requirements

• Associates Degree in Technology or 2+ years equivalent work experience – Required
• 2+ years on-site technical support experience – Required
• CompTIA A+ certification – Preferred
• Written and verbal bilingual fluency (French, Spanish, Chinese) – Preferred
• Strong ability to handle customer escalations with a satisfactory outcome.
• Professional verbal and written communication skills including in-person training presentations.
• Proficiency in Microsoft Office Suite including Word, Excel, Outlook, and PowerPoint.
• Ability to type, deliver training presentations, look at a computer screen, and/or sit for long periods of time.