Job Description

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

This role will be responsible for technical support case creation, system advisement, case management and escalation follow-up, along with general coordination between other internal teams on behalf of our Platinum Support customers.

Key Responsibilities

• Primary contact for Platinum level customers
• Technical support case creation and escalations
• Manage dashboard for technical support case and engineering escalation aging
• Hosting issue status and advisement calls with ownership of call agenda
• Level 1 troubleshooting for LenelS2 systems
• Maintaining and strengthening cross-functional relationships with key internal teams including Technical Support, Engineering, Sales, and Product Management on behalf of the customer

Required Qualifications

• High School Diploma or GED
• 3+ years of customer service experience
• 1+ years of experience providing remote customer service

Preferred Qualifications

• Access control and Security troubleshooting or system management experience preferred
• Proven ability to manage an end-user with the ability to develop strong, long-term customer relationships
• Excellent presentations skills with the ability to communicate well across all organizational levels
• Professionalism consistent with a world-class service provider
• Ability to work independently in a team environment
• Project management/Coordinator experience

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