BTS Customer Support Specialist ‎

Are you someone who enjoys solving problems, learning new software, and helping people succeed? Do you thrive in an environment where every day brings something different? ASSA ABLOY is looking for a Customer Care Specialist who combines strong communication skills, curiosity, accountability, and technical aptitude to support customers using our software solutions.

This role is ideal for someone who enjoys troubleshooting, training, and guiding customers through software workflows; not just fixing technical issues. Former teachers, trainers, software support specialists, implementation coordinators, and customer success professionals often excel in this environment because they are adaptable, detail-oriented, patient communicators, and lifelong learners.

This is not a high-volume call center role. You will work closely with customers, teammates, and internal departments to resolve issues, explain software functionality, document solutions, and continuously expand your knowledge. We provide structured onboarding, ongoing training, and access to a robust internal knowledge base to help you succeed.

Our software environment includes both modern cloud-based SaaS applications and legacy on-premise systems. While some troubleshooting may involve Windows environments, networking, or client/server concepts, success in this role depends more heavily on critical thinking, communication, organization, and the ability to learn and follow documented processes consistently.

This position is based on-site in Phoenix, AZ reporting to the Manager, Customer Support and Training.

What will you be doing

• Provide remote customer support and training on software to end users, business partners, and internal teams
• Support customers via phone, email, CRM/ticketing systems, and remote sessions
• Troubleshoot software issues by following documented procedures and workflows
• Clearly document troubleshooting steps, resolutions, and customer communication within the ticketing system
• Research issues using internal knowledge bases, documentation, and collaboration tools before escalating
• Escalate issues appropriately with complete summaries, relevant context, and steps already taken
• Guide customers through software features, workflows, and best practices in a clear and professional manner
• Assist with onboarding and training customers on new software functionality
• Identify recurring issues and contribute improvements to internal documentation and knowledge articles
• Collaborate effectively with Customer Care, Development, Training, and Sales teams
• Assist with basic technical troubleshooting involving Windows environments, connectivity, client/server applications, and cloud-based systems
• Participate in continuous learning and stay current on software updates, workflows, and industry knowledge

What Makes Someone Successful in This Role

• Strong attention to detail and ability to follow documented procedures consistently
• Ability to learn new software systems quickly and adapt to changing processes
• Excellent listening, communication, and customer service skills
• Strong ownership mentality and follow-through
• Ability to organize, prioritize, and manage multiple support tickets effectively
• Comfortable asking questions, seeking clarification, and collaborating with teammates
• Ability to explain technical concepts to non-technical users
• Strong written communication and documentation skills
• Curious, coachable, and committed to continuous improvement

What are we looking for

• Experience supporting software users, customers, students, or internal teams
• Strong written and verbal communication skills
• Experience working with CRM, help desk, or ticketing systems
• Ability to learn technical workflows and follow established procedures accurately
• Strong organizational and time management skills

Preferred Skills:

• Experience in customer support, SaaS support, training, education, implementation, or technical support roles
• Experience creating documentation, training materials, or knowledge base articles
• Familiarity with remote support tools (LogMeIn, Microsoft Teams, TeamViewer, etc.)
• Basic understanding of networking, VPN connectivity, Windows permissions, or client/server environments
• SQL or database experience is a plus, but not required
• Experience supporting ERP, construction, manufacturing, or specialty industry software is helpful

What we offer

We’re passionate about providing amazing opportunities and benefits, so that you can enjoy a lifelong career with us. 

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  Continuous professional development opportunities and an environment that fosters internal growth and mobility.
• Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k.
• Generous holiday schedule and paid time off to refresh and recharge.
• Employee pricing on our products and discount programs for travel, entertainment, and more!

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 63,000 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.