Locker Technical Support & Client Onboarding Specialist (Bilingual English / French) at KeyNest

Worldwide

<p>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.</p> <p>This is a hybrid role, half technical troubleshooting, half relationship management. You'll need to be equally comfortable diagnosing a locker fault and reassuring a client who has never used the system before.</p> <h2 id="tasks">Tasks</h2> <p>What You will Do</p> <p>• Act as the primary contact for private locker clients during onboarding — from install through to first live use.</p> <p>• Walk new clients through setup: configuring lockers, explaining the app/portal, answering questions as they arise.</p> <p>• Troubleshoot hardware and software issues (locker faults, connectivity, access errors), resolving directly or escalating to the right internal team.</p> <p>• Maintain clear records of client issues, resolutions and onboarding progress in our support/CRM tools.</p> <p>• Spot recurring problems and feed them back to Product/Ops to improve the setup process and reduce future support load.</p> <p>• Build genuinely good relationships with clients — this role shapes their long-term view of KeyNest.</p> <h2 id="requirements">Requirements</h2> <p>What We are Looking For</p> <p>• Bilingual English / French.</p> <p>• Clients will be based worldwide, including in the USA, so flexibility to schedule calls across different time zones, including US hours, is essential.</p> <p>• Strong people skills — patient, clear communicator, comfortable talking non-technical clients through technical steps.</p> <p>• Solid problem-solving instincts — able to diagnose issues methodically rather than guessing.</p> <p>• Experience in technical support, troubleshooting or IT helpdesk roles (preferred, not essential).</p> <p>• Comfortable owning a client relationship end-to-end, without needing to hand off every question.</p> <p>• Organised — able to juggle multiple onboarding clients and support tickets at once without dropping anything.</p> <p>• Self-starter, comfortable working remotely.</p> <p>Nice to Have</p> <p>• Experience with smart lockers, IoT, or access-control hardware.</p> <p>• Previous experience in a client onboarding or customer success role.</p>