Tech Support Agent II

JOB SUMMARY: 

The position includes but is not limited to the following roles of providing support to Internal and External Customers.  The Tier 2 will be responsible for providing escalation support for Helpdesk Agents and internal departments.  Serve as a mentor to the Tier 1 technical support agents by providing documentation to improve product knowledge. 

DUTIES AND RESPONSIBILITIES: 

• Provide exceptional customer service in all Customer communication platforms 

• Verbal,Email,Chat,Cases, and other types of communication methods 

• Monitor Escalation Smartsheet when needed 

• Update Customer and contact details in Service Now 

• Escalate any product related issues to NAM Tier 3 Team 

• Provide support to Tier 1 Support Agents on all product lines 

• Write/Update minimum of 1 Knowledge Article per month.  

• Take escalations from Tier 1 Support Agents 

• Provide support to Project Managers 

• Provide support to AMS/Sales 

• Quality Check Accounts and Update Customer Profiles as necessary 

• Light Travel (0-10%) 

CORE COMPETENCIES: 

Technical Expertise 

• Proficient in Microsoft Office Suite products such as Excel, Word, and Outlook recommended 

• Expert in all product lines offered by AAGS 

• Will be required to learn the basics in our product portfolio including hardware and software 

• A Certified (Recommended) 

• See Support Agent Matrix for Requirements for Technical Ability  

Personal Skills: 

• Strong interpersonal skills and the ability to communicate effectively and professionally  

• Provide the highest level of customer service both internally and externally 

• Able to manage multiple tasks efficiently and effectively  

• Able to write technical documents for training purposes  

• Escalation management  

• Time management  

• Teamwork 

• Always maintains a positive attitude and atmosphere 

• Self-Driven - Motivated 

REQUIREMENTS: 

• Monday through Friday full time employee 

• Strong customer service skills 

• Leads by example by having a positive attitude with clients and company employees 

• Delivers completed tasks in on time and accurately 

• Strong organizational skills and able to multi-task successfully and effectively 

• Communicates well with management and peers 

• Must work extremely well under pressure 

• After hours On-Call Support rotation 

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We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.