Software Support & Training Specialist

Record UK Ltd; Phoenix, Northern (AZ, KY); Hybrid; USD 42,000 - 68,000; Full time

Job summary

ASSA ABLOY Group in Phoenix, AZ is seeking a Customer Care Specialist who thrives in troubleshooting, training, and guiding customers through software workflows. This role emphasizes critical thinking, clear communication, and documented processes, not a high-volume call center.

You will provide remote and in-person support, document solutions, assist with onboarding, and collaborate with Product, Training, and Sales teams to improve knowledge bases and customer success.

Qualifications

• Strong listening, communication, and customer service 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 within the ticketing system.
• Escalate issues with complete summaries and context.

Skills

Customer service

Communication

Listening

Organization

Education

High school diploma or equivalent

Tools

LogMeIn

Microsoft Teams

TeamViewer

Job description

ASSA ABLOY Group in Phoenix, AZ is seeking a Customer Care Specialist who thrives in troubleshooting, training, and guiding customers through software workflows. This role emphasizes critical thinking, clear communication, and documented processes, not a high-volume call center.

You will provide remote and in-person support, document solutions, assist with onboarding, and collaborate with Product, Training, and Sales teams to improve knowledge bases and customer success.