Customer Support and Business Development Specialist I

This is a fully remote position, open to applicants in Arizona, +6 more states.

📋 Description

• Customer support responsibilities comprising up to 80% of the role.

• Diagnose and troubleshoot hardware, software, PC interfaces, and mobile applications to identify and resolve issues.

• Facilitate partner onboarding and training, manage subscriptions, handle orders, and process warranty returns.

• Utilize a case management system for tracking customer interactions, issues, and resolutions.

• Address issues or ensure timely escalation to the appropriate support level.

• Serve as a liaison among customers, engineering teams, and manufacturing staff.

• Maintain effective and prompt communication both within and between teams.

• Work with equipment in testing environments to ascertain the root cause of issues.

• Create documentation, diagrams, and knowledge base articles for external use.

• Achieve or surpass established individual performance targets related to utilization rate, availability, average response time, and overall customer satisfaction ratings.

• Engage in business development activities, accounting for up to 20% of the role.

• Provide support at tradeshows and events while networking.

• Conduct training sessions for internal subject matter experts, end users, install partners, distributors, and wholesalers.

• Collaborate with sales teams and distribution partners to generate demand through training initiatives.

• Work alongside the marketing team to identify end users for case studies.

• Act as a brand champion.

⛳️ Requirements

• College or University degree (preference for relevant specializations) or equivalent work experience to at least a high school/GED diploma.

• A minimum of 2 to 3 years of relevant experience is required.

• Proficient in Microsoft Operating Systems.

• Strong understanding of iOS and Android mobile Operating Systems.

• Exceptional customer service skills with the ability to interact courteously and professionally.

• Unsurpassed ethics with a proven track record in handling sensitive information confidentially.

• Ability to work independently, take initiative, and drive tasks and issues to resolution.

• Excellent verbal and written communication skills.

• Strong organizational abilities and multi-tasking capabilities.

• Proven problem-solving and analytical skills.

• Familiarity with door hardware, electronic access control, or physical security products is preferred.

• Experience in installing door hardware and wiring access control devices is a plus.

• Experience with access control software is advantageous.

• Must possess a valid passport.

• Willingness and qualification to travel without restrictions both domestically and internationally.

• Ability to manage multiple projects and meet stringent deadlines.

🏝️ Benefits

• Discretionary bonus.

• 401(k) retirement plan.

• Comprehensive medical, dental, vision, and life insurance.

• Education assistance programs.

• Company car provided.

• Paid time off for thirteen holidays.

• Ten vacation days offered.