Technical Support & Customer Experience Specialist

Record UK Ltd; Berlin, Northern (CT, KY); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Paid time off

14 paid holidays

Medical, dental, vision insurance

401(k) plan

Life insurance

Employee discounts

Job summary

ASSA ABLOY in Berlin, CT is seeking a Customer Service Technical Support Specialist to provide technical information and support to internal and external customers. You will handle product support calls, chats and emails for Secuitech products and collaborate with field sales and production to resolve issues.

The role requires 3–5 years in a customer-facing position, strong problem-solving, mechanical aptitude, basic electrical knowledge, and proficiency with Outlook, Word and Excel.

Qualifications

• 3–5 years in a customer-facing role.
• Strong analytic and problem-solving skills.
• Hands-on mechanical aptitude with installation experience.
• Basic electrical knowledge for troubleshooting.
• Excellent verbal and written communication.
• Ability to manage projects and drive improvements.

Responsibilities

• Provide technical information and support to customers.
• Answer product support calls, chats and emails.
• Serve as liaison between field, profit center managers and production.
• Conduct root cause analysis of returned products.
• Assist with corrective actions and quality checks.
• Provide training and perform on-floor quality checks.

Skills

Customer facing

Analytical skills

Mechanical aptitude

Installation experience

Electrical knowledge

MS Excel

Project management

Education

Technical degree preferred

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

CRM systems

Job description

ASSA ABLOY in Berlin, CT is seeking a Customer Service Technical Support Specialist to provide technical information and support to internal and external customers. You will handle product support calls, chats and emails for Secuitech products and collaborate with field sales and production to resolve issues.

The role requires 3–5 years in a customer-facing position, strong problem-solving, mechanical aptitude, basic electrical knowledge, and proficiency with Outlook, Word and Excel.