Customer Service Technician-USA


Job Summary: 


Provide remote technical and application problem resolution assistance related to Cross Match products. Diagnose, troubleshoot, repair and debug computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.


Essential Job Functions and Responsibilities (includes but not limited to):

  • Gain and maintain knowledge of assigned customers' technical and business environment.
  • Document and verify reported problems. Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary.
  • Provide effective and consistent communication to management, peers and account team in support of customer.
  • Takes complete ownership for front line service and support to internal and external customers.
  • Provide work support and guidance to less senior Customer Support Technicians.
  • Review troubleshooting performed by team and provide RMA approvals
  • Complete all SW repairs on RMA computers approved
  • Evaluate all technical escalations to determine the need for SW development engagement
  • Work with SW development to drive all SW escalations to completion
  • Exhibit leadership skills to teammates and promote teamwork and positive work environment
  • Demonstrates near expert skills in performing with minimal guidance/supervision. 


The ASSA ABLOY Group is the global leader in access solutions. The Group operates worldwide with 48,500 employees and sales of 8,2 billion euros. The Group has leading positions in areas such as efficient door openings, trusted identities and entrance automation. ASSA ABLOY's innovations enable safe, secure and convenient access to physical and digital places. Every day, we help billions of people experience a more open world.

Texas, USA