Overview
Customer Support Specialist – Specialty Locks
Product Line: Specialty Locks
Industry: Hardware / Smart Locks / Home Improvement
Role Type: Inbound Technical Customer Support
Role Overview
The Customer Support Specialist supports the Specialty product line, which includes specialty and smart lock solutions such as keypad locks and mobile‑enabled entry systems. This role handles high‑volume inbound calls and emails from consumers requiring assistance with installation, troubleshooting, repairs, and general product questions.
Many calls are time‑sensitive and escalated, as customers may be locked out of their homes or experiencing urgent access issues. Success in this role requires strong customer service skills, a calm demeanor, and a willingness to learn technical products.
Key Responsibilities
+ Handle high‑volume inbound phone calls and emails related to Kwikset products
+ Assist consumers with:
+ Product issues and troubleshooting
+ Installation instructions and techniques
+ Product features, model differences, and usage
+ Accurately document all customer interactions and case details in internal systems while on calls
+ Evaluate reported product problems to determine:
+ Repair eligibility
+ Replacement or scrap decisions, following Consumer Service procedures
+ Provide consumers with clear instructions or direct them to the appropriate internal or external resources
+ Respond to repair requests in accordance with established consumer service guidelines
+ Maintain professionalism, tact, and empathy when handling frustrated or urgent customer situations
What Makes This Role Unique
+ Supports smart and specialty lock products, including phone‑enabled and keypad systems
+ Mix of technical problem‑solving and customer service
+ Calls may involve urgent situations (e.g., home lockouts)
+ Strong focus on learning products independently over time
Qualifications & Skills
Required / Preferred
+ At least 1 year of customer support or call center experience (preferred, not required)
+ Strong verbal and written communication skills
+ Ability to type 35+ WPM
+ High School Diploma or equivalent
+ Comfortable working on a computer while speaking with customers
+ Ability to stay calm and solution‑focused in high‑stress or escalated situations
Nice to Have
+ Experience in hardware, home improvement, or mechanical products
+ Basic mechanical aptitude or technical mindset
+ Bilingual in Spanish or French
+ Prior product‑based or technical support experience
Ideal Candidate Profile
+ Self‑motivated and eager to learn new products
+ Naturally curious with a problem‑solving mindset
+ Comfortable handling high call volume
+ Patient, empathetic, and customer‑focused
+ Able to balance accuracy, documentation, and customer care simultaneously
Why Join This Team
+ Be part of a trusted, well‑known consumer brand
+ Gain hands‑on experience supporting smart home technology
+ Build strong technical customer support skills
+ Work in a structured environment with clear procedures and expectations
#PriorityWest
Job Type & Location
This is a Contract to Hire position based out of Ontario, CA.
Pay and Benefits
The pay range for this position is $18.00 – $18.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: – Medical, dental & vision – Critical Illness, Accident, and Hospital – 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available – Life Insurance (Voluntary Life & AD&D for the employee and dependents) – Short and long-term disability – Health Spending Account (HSA) – Transportation benefits – Employee Assistance Program – Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Ontario,CA.
Application Deadline
This position is anticipated to close on May 8, 2026.
h4>About TEKsystems:
We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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