Technical Services Coordinator

Position Overview:

Are you a problem solver who enjoys working with customers to fix issues and offer instructions? SALTO is looking for a Technical Services Coordinator (or TSC) to work as a level 1 agent. This position handles incoming calls, looking to resolve short, common issues or to gather the necessary information to escalate to a level 2 agent.  Strong communication, hardware,  organizational, and troubleshooting skills are essential to provide a high level of customer service as the first point of contact for support.

This role has tremendous growth potential for the ideal candidate. We support personal and professional development at SALTO. There are a variety of areas for one to move into based on solid performance and unique contributions:  Technical Services II, Project Coordinator, Technical Services Advisor and Client XSperience Manager. To support one of our key objectives of Fostering a Culture of Learning and Impact, in the first 90 days, you will take DHI (Door and Hardware ) and successfully pass and complete the training. 

Job Duties:

• Answer incoming calls to tech support hotline, and create tickets for calls
• Troubleshoot common issues seen in software/hardware
• Add details to ticket to ensure escalated tickets contain enough information for level 2 agents to understand the full problem or request
• Document cases the TSC was able to solve to describe the issue, troubleshooting steps,  and resolution
• Monitor the incoming email-based tickets in queue and alert or assign tickets as needed
• Handle level 1 tickets and follow up throughout the case’s lifecycle
• Develop product knowledge through available resources

Core Requirements:

• Communicate professionally with customers
• Understand and use troubleshooting processes
• Adapt communication to customer’s knowledge level
• Have strong attention to details
• Demonstrate organizational skills
• Understand how software and hardware interact
• Desire to expand knowledge of products
• Maintain composure if working with upset customer
• Working knowledge of SQL, IP configuration, and software applications
• Knowledge of door hardware

• Punctuality

Educational and Experience Requirements:

• BS in Computer Science preferred
• Access control experience 1-2 years

• Customer success experience 2-3 years

• Door Hardware Knowledge (Preferred DHI Certification)

Our 650 employees at our offices in 32 countries work hard to help us deliver wire-free electronic access control solutions that are secure, efficient, flexible, and cost-effective. Over 20 million people in 90 countries use SALTO products every day at 5 million access points and 25,000 successful projects.

SALTO Systems is a global leader in the development and manufacture of world-class hardware and software access control solutions for a variety of sectors: education, hospitality, retail, healthcare, residential, etc. SALTO revolutionized access control with the first stand-alone, battery-powered electronic lock; the SALTO Virtual Network (SVN) data-on-card technology; and the first wireless access control system that combined a stand-alone locking device with online, real-time capabilities – without wires or mechanical keys. SALTO is used in over 40,000 installations with 40 million daily users and has offices in 32 countries with a partner network that extends to every region of the globe.

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