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Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

Working as part of a growing post-sale technical support team, you will provide technical support to our certified system integrators and larger certified enterprise customers during the installation and servicing phase of our access control products, video monitoring systems and 3rd party integrations. You will join a growing and capable team whose mission is to deliver a superior customer service experience which is a critical cornerstone of the LenelS2 product and brand!

Key Responsibilities

• Responding to and taking ownership for incoming phone calls and from customers inquiring on the installation, setup, operational programming and ongoing management of our access control (SMS) and video management (VMS) systems.
• Gather Integrator, site and system information and figure out issue by evaluating and analyzing the symptoms.
• Accurately process and record call transactions using a computer and issue tracking software.
• Efficiently and effectively raise deeper technical issues to your supervisor and LenelS2 development as required to drive to resolution.
• Offer alternative solutions where appropriate with the objective of restoring or improving system functionality.
• Use LenelS2’s remote access capability to directly connect to the customer’s system and employ our rich software toolset to evaluate configuration and network questions posed by the integrator.
• Follow up and make scheduled call backs to customers where necessary prior to closing the case.
• Stay current with product information, changes and updates.
• Follow a career path to become an SME (Subject Matter Expert) on one or more products and 3rd party integrations in order to provide second tier level support.
• Assist engineering and product management by providing feedback from customers on bug fixes and enhancement requests and other discrepancies observed in the field with our hardware and software to constantly improve the functionality and flexibility of the LenelS2 product.

Required Qualifications

• 5+ years of experience in technical support
• 2+ years of experience supporting systems by phone with remote login capabilities
• 2+ years of experience with troubleshooting techniques useful in diagnosing system software errors
• High School diploma or GED

Preferred Qualifications

• Working knowledge of SQL databases and Ubuntu Linux or related OS
• Working knowledge of IP networking concepts such as the fundamental operation of TCP/IP, DHCP, routers, subnets, firewall
• Experience with troubleshooting access control and security platforms including card readers, motion detectors, strikes, maglocks, DSMs, and alarm panels
• Working knowledge of Computer and Wireless Networks and the impact of device traffic, network latency, and bandwidth on system performance.

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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