The Association Support Representative delivers world-class, onsite technical support and customer training. This role demands outstanding customer relationship skills, efficient technical troubleshooting, and effective coordination across teams.

Responsibilities and Duties

• Assist customers with onboarding, training, and adoption of products and services.
• Diagnose and resolve level 2 technical issues and account inquiries within service level commitments.
• Deliver comprehensive training presentations to educate customers on the benefits and applications of SentriLock products and services.
• Log and code customer interactions, incidents, requests, & escalation events via case management system and knowledge base.
• Partner with Customer Success Management to effectively resolve customer escalations.
• Prepare, test, and operate audio/visual equipment for training sessions.
• Monitor, manage, and accurately track product inventory.
• Process product returns abiding by all standard operating procedures for security, repairs, and replacements.
• Performs other related duties as assigned to support the organization’s goals and objectives.

• Associates Degree in Technology or 2+ years equivalent work experience – Required
• 2+ years on-site technical support experience – Required
• CompTIA A+ certification – Preferred
• Written and verbal bilingual fluency (French, Spanish, Chinese) – Preferred
• Strong ability to handle customer escalations with a satisfactory outcome.
• Professional verbal and written communication skills including in person training presentations.
• Proficiency in Microsoft Office Suite including Word, Excel, Outlook, and PowerPoint.
• Ability to type, deliver training presentations, look at a computer screen, and/or sit for long periods of time.