Software Support Specialist: Troubleshooting & Training

ASSA ABLOY Entrance Systems AB; Phoenix, Northern (AZ, KY); Hybrid; USD 50,000 - 70,000; Full time

Job summary

ASSA ABLOY Group in Phoenix, AZ is seeking a Customer Support Specialist to train end users and partners on software workflows. You will resolve issues via calls, email, and remote sessions, documenting steps and outcomes with precision.

The role emphasizes coaching customers, ensuring adoption, and maintaining knowledge across teams. The ideal candidate has 3+ years supporting software users, strong communication, and the ability to learn new workflows quickly in a collaborative, on-site

Qualifications

• 3+ years’ experience supporting software users, customers, students, or internal teams.
• Strong written and verbal communication skills.
• Experience with CRM, help desk, or ticketing systems.

Responsibilities

• Provide remote customer support and training on software to end users, business partners, and internal teams.
• Support customers via phone, email, CRM/ticketing systems, and remote sessions.
• Troubleshoot software issues by following documented procedures and workflows.
• Document troubleshooting steps, resolutions, and customer communication in the ticketing system.
• Escalate issues with complete summaries, relevant context, and steps already taken.
• Guide customers through software features, workflows, and best practices.
• Assist with onboarding and training on new software functionality.
• Identify recurring issues and contribute improvements to internal documentation and knowledge articles.
• Collaborate effectively with Customer Care, Development, Training, and Sales teams.
• Participate in continuous learning and stay current on software updates, workflows, and industry knowledge.

Skills

Excellent communication skills

CRM/help desk experience

Ability to learn workflows quickly

Customer-focused

Education

High school diploma or equivalent

Tools

LogMeIn

Microsoft Teams

TeamViewer

Job description

ASSA ABLOY Group in Phoenix, AZ is seeking a Customer Support Specialist to train end users and partners on software workflows. You will resolve issues via calls, email, and remote sessions, documenting steps and outcomes with precision.

The role emphasizes coaching customers, ensuring adoption, and maintaining knowledge across teams. The ideal candidate has 3+ years supporting software users, strong communication, and the ability to learn new workflows quickly in a collaborative, on-site