Technical Support & Customer Experience Specialist I

SentriLock LLC; United States; On-site; USD 36,000 - 48,000; Full time

Job summary

SentriLock LLC is seeking a Customer Experience Specialist 1 to provide world-class external technical support in an omnichannel contact center. The role requires strong customer relationships, communication, and troubleshooting skills.

Responsibilities include delivering level 1 support via phone, email, chat, and text, responding within service levels, and logging interactions accurately. Bilingual fluency and office software skills are preferred.

Qualifications

• High School Diploma or Equivalent required.
• Associate's Degree in technology preferred.
• 1+ year customer service experience required.
• 1+ year contact center/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.
• Ability to type, talk/listen to calls, look at a computer screen, and/or sit for long periods of time.

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 in the 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.
• Perform other related duties to support the organization’s goals and objectives.

Skills

Customer service

Technical support

Bilingual fluency

Written communication

Education

High School Diploma

Associate's Degree in technology

Tools

Microsoft Office

Job description

SentriLock LLC is seeking a Customer Experience Specialist 1 to provide world-class external technical support in an omnichannel contact center. The role requires strong customer relationships, communication, and troubleshooting skills.

Responsibilities include delivering level 1 support via phone, email, chat, and text, responding within service levels, and logging interactions accurately. Bilingual fluency and office software skills are preferred.