IT Specialist in Technical Customer Support — Digital Locking Systems

This is a fully remote position, open to applicants in Germany.

📋 Description

• Providing technical customer support by addressing inquiries related to digital locking systems (such as electronic locks, relays, and fittings), configuring systems through phone or remote access, and diagnosing as well as resolving hardware and software problems.

• Conducting system analysis and problem-solving by assessing technical issues that arise from the interaction of IT components and locking technology, while aiding in integration with existing IT and building management systems.

• Offering software support which involves operating and maintaining management software for digital locking systems, including performing updates and routine maintenance.

• Engaging in customer consulting and training by advising on technical capabilities and assisting end users and administrators in the effective use of digital locking technology.

• Handling documentation responsibilities by creating and maintaining technical documentation and support tickets, along with providing feedback to development teams regarding recurring issues.

• Collaborating across departments by working closely with Sales, Development, and Product Management to incorporate customer feedback and assist in testing phases for new products.

⛳️ Requirements

• Completed vocational training as an IT specialist (Fachinformatiker) or an equivalent technical qualification.

• Initial professional experience in technical support or a customer hotline/service position.

• Proficient in using common IT systems and documentation tools; MCSA certification would be advantageous.

• Excellent proficiency in both German and English to facilitate international communication.

• Strong analytical thinking and a systematic approach to work.

• Exceptional communication skills and a passion for customer interaction.

• A team-oriented mindset and the ability to maintain composure in high-pressure situations.

• Interest in innovative security technology and its potential applications.

🏝️ Benefits

• Growth & Development // A structured and inspiring onboarding process, practical training at the in-house training center, access to Busuu, Allegion Academy & LinkedIn Learning, as well as mentoring for development and career paths.

• Work–Life Balance // Flexibility offered through a flextime model that includes time-off compensation, remote work options (up to 4 days a week), and 30 days of vacation without probationary restrictions.

• Culture // A vibrant company spirit, flat organizational structures, a diverse team comprising 17 nationalities, strong collaborative spirit, and numerous exciting events.

• Health // A monthly fitness subsidy of €30 gross, an employee assistance program addressing all life challenges, as well as complimentary drinks and fresh fruit.

• Family & Benefits // Up to €250 gross monthly childcare subsidy, employer contributions to a company pension plan (€40 plus 20% of the conversion amount), and exclusive employee discounts.

• Sustainable Mobility // Affordable leasing options for company bikes and e-bikes.