СШАTechnical Support Specialist
5 дн. назад
28 USD / часСШАJunior
troubleshootingcustomer supportphone supportemail supportchat support
Provide Tier 1 technical support for home energy management products, mobile apps, and smart home devices via phone, email, and chat.
Обязанности
- We are hiring a Tier 1 Technical Support Specialist to join our North American support team. You will help customers use and troubleshoot home energy management products, mobile applications, connected hardware, and supported smart home devices.
- Customers will contact you by phone, email, and in-app chat. Some will need help getting started; others will have a device that will not connect or information that is missing from their app. Your job is to understand the problem, work through the appropriate steps, and explain what happens next.
- You will report to the Unified Tier 1 Manager and work with technical specialists and utility partner contacts when an issue requires additional help.
- Respond to customer questions through phone, email, and in-app chat.
- Guide customers through account access, app setup, hardware installation steps, and everyday product use.
- Troubleshoot device pairing, account-to-device binding, connectivity, and missing or delayed data.
- Help customers connect and use supported smart home devices within documented support boundaries.
- Use Zendesk and internal support tools to review account, device, and utility program information.
- Document the reported problem, relevant errors, troubleshooting completed, results, and next steps.
- Resolve issues using approved procedures and knowledge articles. Recognize when further investigation or utility partner action is required.
- Prepare escalations with customer impact, timing, device and app details, and supporting evidence.
- Keep customers informed, follow through on commitments, and maintain clear ownership of assigned cases.
- Flag recurring problems and gaps in support documentation.
- Meet established expectations for response times, case quality, customer satisfaction, and follow-up.
- Complete product training and contribute useful troubleshooting findings to the team’s knowledge base.
- You can guide customers through common issues, document your work clearly, and recognize when a problem needs additional expertise. Customers understand their next steps and are satisfied with the effort provided, and colleagues receiving an escalation have enough information to continue the investigation.
Требования
- At least one year of customer-facing technical support experience, or equivalent practical experience troubleshooting technology with customers.
- Experience helping customers troubleshoot mobile apps, connected devices, or consumer hardware.
- A working understanding of home Wi-Fi, Bluetooth, device pairing, and common connectivity problems.
- Clear spoken and written English, with the ability to explain technical steps in everyday language.
- A methodical approach to troubleshooting: ask relevant questions, verify details, test possible causes, and record the results.
- Experience using a ticketing system and maintaining accurate case notes.
- The ability to manage several open cases, prioritize work, and follow up without repeated reminders.
- Patience when working with end users or people who are unfamiliar with technology.
- Sound judgment about when to continue troubleshooting and when to ask for help.
- Careful handling of customer information and adherence to access and privacy procedures.
Будет плюсом
- Experience with Zendesk, particularly in an environment supporting multiple brands or customer programs.
- Experience supporting smart home devices, energy monitoring equipment, thermostats, or other connected home products.
- Familiarity with both iOS and Android troubleshooting.
- Experience supporting utility customers or working with utility program requirements.
- Familiarity with Jira or another system used to track technical escalations and product defects.
- Experience using device status information, logs, or internal portals during troubleshooting.
- Experience working with colleagues across regions and handing off cases between teams.
Условия
- Fully covered Medical, Dental, and Vision coverage for employees Cost share for dependents
- 401(K) plan with company match
- Fully covered STD/LTD
- Employee Assistance Program (EAP)
- Paid Maternity Leave 12 weeks of paid parental leave for birthing parent
- Paid Paternity Leave
- Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.
- 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st
- On-site gym available for free use in Denver, CO for employees based in the Denver area
Другое
- Our support hours are 8 AM to 8 PM ET, Monday through Friday, and 9 AM to 6 PM ET on Saturday. This role’s regular schedule includes a required Saturday shift, helping ensure our customers receive reliable technical support throughout the week. You’ll have a weekday off to balance your schedule. Weekday shifts are staggered within support hours to maintain coverage.