Association Support Representative

Description

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.

• 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 Sentri Lock 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.