Vingcard ยท 1 day ago
Technical Support Tier I
Plano, TX
Full-time
Onsite
Entry Level
2+ years expVingcard is part of the ASSA ABLOY Group, a global leader in access solutions. They are seeking a Technical Support Tier I representative to provide support to end users, troubleshoot technical issues, and promote aftermarket sales.
Hospitality
Responsibilities
Takes ownership of incoming calls from the end user community and provides one call resolution for ASSA ABLOY product lines
Properly enters customer information, documents and verifies customer orders, billing and shipping addresses for invoicing and tracking purposes
Responsible for follow-up on all issues, maintains quality assurance of tickets, monitors order status and backlogs for delayed orders
Performs front line troubleshooting of proprietary software for product lines and tests product hardware and software applications to resolve technical inquiries
Assigns tickets to the proper 2nd and 3rd level support teams, sales and field technicians
Escalates calls to appropriate departments and senior management as needed
Provides input on processes and assists with the development of standard operating procedures to gain efficiencies
Promotes Aftermarket Sales to contribute to revenue expectations of department and company
Assumes and performs other duties and responsibilities not specifically outlined herein
Projects a favourable image of ASSA ABLOY Hospitality, Inc. when interfacing with the outside community
Rotation of on-call phone and pager for products lines after hours and weekends
Qualification
Required
Provides support to end users on a variety of issues
Identifies, researches, and resolves technical problems, billing inquiries, submits return merchandise authorizations, and promotes aftermarket sales
Answers telephone calls, and responds to emails, right faxes and voicemails within prescribed service levels
Documents, tracks, and provides accurate and timely follow through to customer inquiries
Relies on experience and judgment to plan and accomplish goals
Takes ownership of incoming calls from the end user community and provides one call resolution for ASSA ABLOY product lines
Properly enters customer information, documents and verifies customer orders, billing and shipping addresses for invoicing and tracking purposes
Responsible for follow-up on all issues, maintains quality assurance of tickets, monitors order status and backlogs for delayed orders
Performs front line troubleshooting of proprietary software for product lines and tests product hardware and software applications to resolve technical inquiries
Assigns tickets to the proper 2nd and 3rd level support teams, sales and field technicians
Escalates calls to appropriate departments and senior management as needed
Provides input on processes and assists with the development of standard operating procedures to gain efficiencies
Promotes Aftermarket Sales to contribute to revenue expectations of department and company
Assumes and performs other duties and responsibilities not specifically outlined herein
Projects a favourable image of ASSA ABLOY Hospitality, Inc. when interfacing with the outside community
Rotation of on-call phone and pager for products lines after hours and weekends
Excellent phone and interpersonal skills with customers, peers and management
Must be detail oriented, possess the ability to multitask, be able to organize and prioritize tasks and follow through on commitments
Technical aptitude to troubleshoot and analyze hardware and software issues
Adaptable to change
2 to 3 years customer service experience or Technical Support experience in a fast paced environments
High School graduate/GED with some desktop and/or technical interface experience
Some college level course work up to a 4 year degree is desired
Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
Must be able to talk, listen and speak clearly on telephone
Experience with MS Office - Suite, Windows Vista, Window 2003 Server and Windows XP
Preferred
1 to 2 years Desktop Support or Networking knowledge
Associate Degree in electronics, preferred or equivalent work experience
Industry certification preferred
Network knowledge, preferred
Knowledge of Navision is a strong plus or familiarity with other ERP systems
Company
Vingcard
Your trusted partner for enhanced security, providing the ideal combination of security access and digital solutions that empower our customers to deliver tailored guest experiences while maintaining efficient operations.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase