Locker Technical Support & Client Onboarding Speci

Job Summary

KeyNest is looking for a Locker Technical Support & Onboarding Specialist to be the first point of contact for our private locker clients. You will own two things: keeping locker hardware and software running smoothly for existing clients and guiding new clients through setup so their first experience with KeyNest is fast clear and stress-free.

This is a hybrid role half technical troubleshooting half relationship management. Youll need to be equally comfortable diagnosing a locker fault and reassuring a client who has never used the system before.

Tasks

What You will Do

Act as the primary contact for private locker clients during onboarding from install through to first live use.

Walk new clients through setup: configuring lockers explaining the app/portal answering questions as they arise.

Troubleshoot hardware and software issues (locker faults connectivity access errors) resolving directly or escalating to the right internal team.

Maintain clear records of client issues resolutions and onboarding progress in our support/CRM tools.

Spot recurring problems and feed them back to Product/Ops to improve the setup process and reduce future support load.

Build genuinely good relationships with clients this role shapes their long-term view of KeyNest.

Requirements

What We are Looking For

Bilingual English / French.

Clients will be based worldwide including in the USA so flexibility to schedule calls across different time zones including US hours is essential.

Strong people skills patient clear communicator comfortable talking non-technical clients through technical steps.

Solid problem-solving instincts able to diagnose issues methodically rather than guessing.

Experience in technical support troubleshooting or IT helpdesk roles (preferred not essential).

Comfortable owning a client relationship end-to-end without needing to hand off every question.

Organised able to juggle multiple onboarding clients and support tickets at once without dropping anything.

Self-starter comfortable working remotely.

Nice to Have

Experience with smart lockers IoT or access-control hardware.

Previous experience in a client onboarding or customer success role.

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