Customer Experience Specialist

In SentriLock’s Technical Support team, you’ll serve as the face of the company, delivering world-class technical support across an omnichannel environment while building strong, trusted relationships with both internal and external customers. Team members play a critical role in resolving complex issues, managing escalations, and ensuring seamless customer experiences through clear communication and expert troubleshooting. You’ll directly influence customer satisfaction and retention by translating technical challenges into effective, customer-centric solutions, while contributing to continuous improvement through data-driven insights. Supported by a collaborative, high-performing culture that values accountability, respect, and development, you’ll have opportunities to grow your expertise in a flexible environment with competitive rewards and make a meaningful impact on both customer success and overall business performance.

Role Overview: The Customer Experience Specialist 1 delivers world-class, external technical support in an omnichannel contact center. This role demands excellent customer relationship, communication, and technical troubleshooting skills.

Responsibilities and Duties

• Deliver level 1 account and technical support via phone, email, chat, and text.
• Respond professionally to all customer contacts within required service levels.
• Log and code customer interactions, incidents, requests, and escalations accurately in case management system.
• Follow standard operating procedures for security, repairs, and replacements.
• Escalate unresolved issues through the appropriate help channels.
• Collaborate with coworkers to update support documentation and participate in project teams.
• Complete all required company training certifications.
• Maintain knowledge on company products, industry trends, and technology advances.
• Performs other related duties as assigned to support the organization’s goals and objectives.