Product Support Specialist

Salary Competitive

About Kisi

Kisi is a security platform with offices in Brooklyn and Stockholm and a global remote team spanning from America, Europe, Africa and Asia. We create hardware and software that helps businesses connect and control their spaces through the cloud.


A little bit more about our team:

  • We value being forward, human, trusted, and responsible. As a team, we make a tangible and lasting impact on the real world.

  • Our product (Reader Pro) is an award-winning access control solution. We are a design focused company and recently won the coveted GOOD DESIGN award.

  • Our customers and users come first - We are rated 4.9 in the App Store and 4.8 on Capterra.

  • Our team is unique (and a bit quirky) and diverse. We hail from 25 nationalities (& counting!) and look forward to our annual global meetup to bring the whole team together.


We are building a supportive and flexible working environment by offering health & retirement benefits (location based), generous vacation time and daily challenges and growth.


About the Role:

We are looking to strengthen our support team with a Product Support Specialist working remotely within Europe who pays attention to detail, is process focused and knows how to convert something previously unknown into a common practice.

Your main tasks will be to handle support cases, convert new support insights into standardized knowledge and provide insights into how to improve the products in a structured format.


We are open to either a mid (Specialist) or senior (Senior Specialist) candidate and the level/title offered will be evaluated based on your experience and background.

Note: For a senior position we are looking for individuals with practical experience in physical access control and low voltage wiring including work with IoT devices, smart home/business, or locksmithing.


Responsibilities:

Support Kisi partners, administrators, and end-users as they integrate with, install, and operate our products

  • Be an expert in the product to evangelize correct use of features and troubleshoot advanced software functions as well as test software integrations

  • Advise internal and external customers on physical access control best practices, providing pre/post-sales consultation and support.

  • Understand hardware mechanisms, wiring, and installation to remotely support Kisi installers, administrators, and users who may be on-site

  • Escalate issues to secondary teams when appropriate, and take steps to ensure such issues can be addressed expeditiously in the future.

  • Contribute to continuous improvement activities such as knowledge content production, quality assurance, and product feedback sessions

  • Pursue knowledge of physical access control and site security best practices

  • Complete all responsibilities securely while having privileged access to various systems


Requirements:

  • Demonstrable technical expertise, and ability to master new concepts quickly

  • Practical experience in physical access control and low voltage wiring

  • Proven experience in technical support and client facing contact

  • Intellectual curiosity and strong analytical skills

  • High level of quality standard and attention to detail

  • Great interpersonal and communication skills

  • Willingness to learn by doing, and not afraid to ask questions

Perks and benefits

This job comes with several perks and benefits

Flexible working hours
Flexible working hours

Time is precious. Make it count. Morning person or night owl, this job is for you.

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Free office snacks
Free office snacks

Peckish after lunch? We got your back with soft drinks, treats and fruit.

Free lunch
Free lunch

Enjoy a free catered lunch with your colleagues, every day.

See all 15 benefits

Working at
Kisi Inc.

Access every thing. Kisi is one of the major disruptive players in the access control industry, bringing a fully cloud based approach to managing and monitoring physical security for offices and many more highly frequented spaces. We envision a world in which access is fully digitized, easy to manage, and not constrained by keys, cards, fobs or transponders. We offer state of the art apps that make sharing as convenient as entering an email address. We re-built door security from the ground up, and want you to share our passion for taking access control to the 21st century. We’re fun to work with, believers in mobile and IoT, and located in the US, Sweden, and some more places around the world!The product is ready for scale and it is a greenfield opportunity to disrupt a 20 year old facility driven market with an IT centered 10x better product.We have our annual Kisi Kamp with the whole team, as well as team lunches and events!

Read more about Kisi Inc.

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