Omnichannel Technical Support Specialist I

SentriLock; Kentucky; On-site; USD 32,000 - 52,000; Full time

Job summary

SentriLock’s Customer Experience Specialist 1 delivers world-class external technical support in an omnichannel contact center. This role requires excellent customer relationships, communication, and troubleshooting skills to resolve issues and ensure satisfied customers.

With 1+ year in customer service and bilingual fluency preferred, you’ll log interactions, follow procedures, and collaborate on improvements while growing with a supportive, performance-driven team.

Qualifications

• High School Diploma or Equivalent - Required
• 1+ year customer service experience - Required
• 1+ year contact center and/or technical support experience - Preferred
• Written and verbal bilingual fluency (French, Spanish, Chinese) - Preferred
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office Suite including Word, Excel, and Outlook.

Responsibilities

• Deliver level 1 account and technical support via phone, email, chat, and text.
• Respond professionally to all customer contacts within required service levels.
• Log and code customer interactions, incidents, requests, and escalations accurately in case management system.
• Follow standard operating procedures for security, repairs, and replacements.
• Escalate unresolved issues through the appropriate help channels.
• Collaborate with coworkers to update support documentation and participate in project teams.
• Complete all required company training certifications.
• Maintain knowledge on company products, industry trends, and technology advances.
• Performs other related duties as assigned to support the organization’s goals and objectives.

Skills

Customer service experience

Verbal communication

Written communication

Bilingual: French, Spanish, Chinese

Education

High School Diploma or Equivalent

Associate's Degree in technology

Tools

Microsoft Office Suite

Job description

SentriLock’s Customer Experience Specialist 1 delivers world-class external technical support in an omnichannel contact center. This role requires excellent customer relationships, communication, and troubleshooting skills to resolve issues and ensure satisfied customers.

With 1+ year in customer service and bilingual fluency preferred, you’ll log interactions, follow procedures, and collaborate on improvements while growing with a supportive, performance-driven team.