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.
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
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
This job comes with several perks and benefits
Time is precious. Make it count. Morning person or night owl, this job is for you.
Get your caffeine fix to get you started and keep you going.
Easy access and treehugger friendly workplace.
Social gatherings and games; hang out with your colleagues.
Peckish after lunch? We got your back with soft drinks, treats and fruit.
Enjoy a free catered lunch with your colleagues, every day.