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

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. You'll 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.