Advanced Technical Support Associate

Overview

Now hiring Advanced Technical Support Associates to join our software and device support team. Help customers get connected to their smart home devices, resolve customer and product issues. If you have prior experience technical support agent, this may be a great fit for you. We are looking tech-savvy individuals with world-class customer service skills who want to expand their skillset and grow with a fast-paced team providing excellent customer service to our customers. You will be an integral part of support and service delivery to our customers.   Advanced Technical Support Associates will also have opportunities to provide -via phone and/or remote-desktop-product and connectivity resolutions by guiding customers through step-by-step solutions. Solutions include, but are not limited to, basic device support (computer, laptop, mobile), assisting with navigating application menus and functionality, verifying, and assisting with proper hardware and software set up and configuration, and troubleshooting account issues, connectivity issues, or escalating issues to further support tiers/manufacturers. The focus of this specialized, product support-oriented position is on meeting and exceeding high standards of customer support and troubleshooting.

Responsibilities

• Interact with customers via inbound/outbound phone calls, chat, and e-mail to provide product support for Internet of Things (IoT) and connected devices such as appliances, security devices, hubs, etc. as well as device hardware (computer, laptop, mobile), software support (applications for Windows and Mac operating systems), peripheral devices (mouse, webcam), and home networking (WiFi connectivity).
• Provide exemplary customer support through courtesy, empathy, and attentive listening. Strong customer service abilities are highly desirable for this position.
• Gather customer information and determine their need/issue by evaluating and analyzing the presented issue symptoms.
• Research required information using all available resources.
• Follow standard processes, procedures, and established workflows.
• Follow up and make scheduled callbacks to customers when necessary.
• Stay current with system information, changes, and updates.

Required Skills

• Qualified candidates will exhibit strong communication skills for remote support using connectivity tools as well as voice, chat, and email support.
• Must have a good working knowledge of application software and Windows/Mac operating systems and can provide general usage instructions to customers.
• Practical knowledge of IoT hubs, sensors, devices, and networking is desired but not mandatory.
• Practical knowledge of mobile smart appliance application support.
• Experience with customer education on consumer electronics features & functionality.
• Knowledge of malware/spyware/anti-virus is desired but not mandatory.
• Experience with ticket management systems such as SalesForce, Zendesk, and ServiceNow is desired but not mandatory.
• Ability to communicate support issues in a manner that customers can understand.
• Take ownership of problems and follow through to resolution, escalating as necessary.
• Ability to multitask and handle multiple customers from different clients simultaneously.
• Ability to absorb product information and seamlessly apply procedural changes and updates.
• Must meet all performance requirements, receive coaching and apply learned feedback.
• Ability to perform the following over a period of up to 10 hours:
• Speak with and interact with customers over the phone
• Type on a keyboard and use a computer mouse
• Navigate multiple applications/systems simultaneously
• Maintain a sedentary role at a desk/standing desk
• Visual acuity and can utilize a computer monitor with multiple windows
• Ability to be flexible with schedule
• Highly motivated and independent, with a desire to learn!
• Friendly, positive, and courteous demeanor

Qualifications

• Minimum 3 CXC passes or equivalent qualification is preferred, or a combination of experience and related skills and the ability to pass internal assessments.
• You have a high school diploma or equivalent.
• Minimum 1 year of product support or related experience preferred; previous customer support experience is desirable.