About the role
As a Technical 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 queries, 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.
