Customer Technical Support

• Respond to support calls and log all interactions in Zendesk.
• Troubleshoot software and hardware issues, including setup and network configuration.
• Collaborate with Services, Technology, Product Managers, and Engineering teams to resolve issues.
• Ensure service levels exceed 80% and MFA satisfaction scores remain above 85%.
• Prioritize and manage several open issues at one time.
• Maintain positive client relationships and uphold EH&S and ethical standards.
• Develop and maintain knowledge base articles.
• Escalate unresolved issues and follow up to ensure resolution.
• Provide timely updates to customers on ticket progress.

We are seeking a proactive and technically skilled individual to join our team as a Customer Technical Support specialist. This role is the first line of support for installers, distributors, and large end-users across the Aritech product range. You will be responsible for resolving customer support tickets, diagnosing technical issues, and ensuring a high standard of service delivery.

What We're Looking For :- Professional Experience

• Minimum 3 years in a call Centre or technical support role.
• Willingness to learn and test out features of new products.
• Certifications in Microsoft, Linux, Cisco, or similar technologies are advantageous.
• Self-motivated with strong time management and organizational skills.
• Experience with Zendesk or similar help desk platforms.
• Excellent communication skills—both written and verbal.
• Proven track record of delivering results and solving problems.
• Experience with access control and intrusion systems is highly desirable.
• Strong diagnostic and troubleshooting skills.
• Knowledge of security hardware and bus protocols is a plus.
• Familiarity with Windows environments, remote desktop tools, and networking.
• Empathetic and customer-focused.

You’ll be part of a collaborative team that values technical excellence, customer satisfaction, and continuous improvement. This is a great opportunity to grow your career in a supportive environment while making a meaningful impact.