Technical Support Representative
Are You:
A high-caliber, motivated, and diligent technical support professional with a passion for the latest mobile technologies and digitalization?
Ready to advance your career with a pioneer and market leader in sustainable digital locking and access management systems?
Always looking for better, more efficient ways to solve problems and improve processes?
If so, iLOQ is looking for a digitally minded Technical Support Representative/Manager to join our growing team.
About iLOQ
iLOQ provides self-powered digital locking and mobile access management solutions, revolutionizing the locking industry with electronic locking systems that require no batteries or cables. Our high-security, cost-efficient access control solutions deliver significant savings for customers in multi-residential, critical infrastructure, healthcare, education, commercial, and university sectors.
Founded in Finland in 2003, iLOQ has established a strong presence in more than 13 countries and is recognized as a market leader in premium sustainable digital locking and access-sharing solutions. Thanks to our multimillion-dollar investments in product innovation, R&D, and brand building, we are rapidly expanding across North America.
For more information, visit www.iLOQ.com
About the Position – What You'll Be Doing
As a Technical Support Representative, you will play a critical role in supporting iLOQ's customers and sales teams across various industry verticals. You will manage support cases, resolve technical issues, document solutions, and escalate complex cases as needed, ensuring seamless support for our sustainable locking and access management product portfolio, including electromechanical locks, cylinders, and digital locking systems.
This is a remote position, reporting directly to the Technical and Project Group Manager, with up to 5% annual travel expected.
Key Responsibilities
Respond to and resolve support tickets through the company's ticketing case management system.
Resolve customer querie, document solutions, and escalate complex cases when needed.
Provide basic product and software training for iLOQ's U.S. and Canadian sales teams, channel partners, and end users/customers.
Collaborate with iLOQ's global technical teams to resolve customer issues and share best practices.
Conduct software and hardware training sessions.
Uphold iLOQ's core values and commitment to innovation.
What We Expect from You
Work Experience, Education & Skills
Minimum 3 years of experience in a technical support, technical services, customer support, field support, or similar role supporting technical products.
Experience within industries such as access control, electronic security, smart locking, electromechanical locking, building technology, IoT devices, or comparable technical environments is highly desirable.
Strong understanding of modern mobile technologies, digitalization trends, and connected electromechanical solutions.
Experience supporting customers across a variety of industries, market segments, or customer types.
Experience with mobile applications, Bluetooth-enabled devices, access control technologies, electronic security systems, electromechanical locking solutions, or similar technologies is desirable.
Experience using ticketing or case management systems is an advantage, but not essential.
Proficiency in Microsoft Office, particularly PowerPoint.
Exceptional customer service and communication skills, both written and verbal.
A structured, detail-oriented mindset with strong troubleshooting and problem-solving abilities.
A positive attitude and the ability to collaborate effectively across multiple departments and international teams.
Strong analytical and time-management skills, with the ability to manage multiple priorities and complex support cases.
Self-sufficient, organized, pragmatic, and proactive in your approach to work.
What We Offer
Competitive compensation with excellent healthcare benefits and a 401(k) plan.
The opportunity to work with state-of-the-art technology and sustainable products.
A creative, innovative, and collaborative work environment where individual contributions make a real impact.
Opportunities for personal and professional growth in an international company with strong Scandinavian roots and values.
We are committed to fostering an inclusive workplace where diversity is valued and all employees are treated with respect. We encourage applicants from all backgrounds to apply and join us in promoting an inclusive and diverse workplace.
Are you the person we are looking for? For more information of the role, please contact Anthony Velenosi (Anthony.Velenosi@iloq.com).
We are expecting your application by 31st August at the latest. Please note, that we might be reviewing candidates and conducting interviews already during the application process and fill the position as soon as the right person has been found.
Requires 3+ years in technical support or similar roles, technical product experience, troubleshooting skills, customer communication, Microsoft Office proficiency, and familiarity with mobile, access control, or electromechanical technologies.
Key Responsibilities
- resolving tickets
- documenting solutions
- training customers
Skills & Tools
Microsoft Office, Microsoft PowerPoint, Bluetooth
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — Mocksville, North Carolina, United States
- Languages: English
Benefits
- 401k matching
- Retirement plan
About iLOQ
A technology company providing sustainable digital locking and mobile access management solutions. — Industry: Manufacturing