Technology Support Specialist

June 11

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Enabling and accelerating revenue growth through service for the smart-home professional.

Consumer Technology Support • Service Plans • RMR Marketing and Sales

51 - 200

💰 $4.9M Seed Round on 2020-01

Description

• Responsible for providing instant triage and remote troubleshooting support to end-users as they call or send emails to us describing their challenges with any of their home technology • When an end-user needs assistance, you quickly assess their situation and if possible provide a solution in the moment • You document the issue, the steps you took to diagnose, and the workarounds you provided • You assess urgency in an empathetic manner so that our partners in the field can follow up efficiently and appropriately • This position provides remote support for all manner of smart home systems, including audio, video, networks, lighting, thermostats, access control, cameras, and phone systems

Requirements

• At least basic experience and/or working knowledge of AV systems and how smart-home systems work • A genuine passion for problem solving • Excellent communication skills – this means you know how to write grammatically accurate sentences, and you can "speak good;" • Superb customer service skills - when someone calls for support, it’s because they have a problem. They’re frustrated. Sometimes, they’re even pissed. We've all been there, right? Our Tech Specialists need to be able to assure someone we’re going to take care of them. Every time. • The ability to evaluate situations in the moment and make quick, appropriate decisions • A self starter mentality, and capable of working independently when needed • An unwavering work ethic - our clients and team depend on you • The availability to provide support during business hours and/or pre-scheduled after-hour/weekend shifts • An impeccable attention to detail and great organizational skills • An eagerness to learn; an aptitude for learning new technical skills

Benefits

• Competitive wages - $22-$27/hour • An amazing benefits package • A supportive work-from-home environment