Product Support Specialist

hace 2 semanas

Desde casa, México Kisi A tiempo completo

**About Kisi****Kisi is a security platform with offices in Brooklyn and Stockholm and a global remote team spanning from America, Europe, Africa and Asia. We create hardware and software that helps businesses connect and control their spaces through the cloud.**:- A little bit more about our team: _- _We value being_**_ forward, human, trusted, and responsible._**_ As a team, we make a tangible and lasting impact on the real world._- _Our product_ (Reader Pro) _is an _**_award-winning access control solution._**_ We are a _*_design focused company_*_ and recently won the coveted GOOD DESIGN award._- _Our _**_customers and users come first _**_- We are rated 4.9 in the _App Store_ and 4.8 on _Capterra_._- _Our team is _**_unique_**_ (and a bit quirky) and _*_diverse_**_. We hail from _**_25 nationalitie_**_s (& counting) and look forward to our _**_annual global meetup_*_ to bring the whole team together._- We are building a _**_supportive and flexible working environment_**_ by offering health & retirement benefits (location based), generous vacation time and daily challenges and growth._**About the Role**:We are looking to strengthen our support team with a Product Support Specialist working remotely from Central, Latin, or South America who pays attention to detail, is process focused and knows how to convert something previously unknown into a common practice.Your main tasks will be to handle support cases, convert new support insights into standardized knowledge and provide insights into how to improve the products in a structured format.- Note: For a senior position we are looking for individuals with practical experience in physical access control and low voltage wiring including work with IoT devices, smart home/business, or locksmithing._**Responsibilities**:Support Kisi partners, administrators, and end-users as they integrate with, install, and operate our products- Be an expert in the product to evangelize correct use of features and troubleshoot advanced software functions as well as test software integrations- Advise internal and external customers on physical access control best practices, providing pre/post-sales consultation and support.- Understand hardware mechanisms, wiring, and installation to remotely support Kisi installers, administrators, and users who may be on-site- Escalate issues to secondary teams when appropriate, and take steps to ensure such issues can be addressed expeditiously in the future.- Contribute to continuous improvement activities such as knowledge content production, quality assurance, and product feedback sessions- Pursue knowledge of physical access control and site security best practices- Complete all responsibilities securely while having privileged access to various systems*Requirements: *- Demonstrable technical expertise, and ability to master new concepts quickly- Practical experience in physical access control and low voltage wiring- Proven experience in technical support and client facing contact- Intellectual curiosity and strong analytical skills- High level of quality standard and attention to detail- Great interpersonal and communication skills- Willingness to learn by doing, and not afraid to ask questionsLI-Remote

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