Technical Customer Support Representative

Technical Customer Support Representative

Overview

Do you have a passion for customer advocacy and service? Do you have experience troubleshooting technology and its connection to the Internet? Are you curious, a fast learner, detail oriented and mechanical, with a keen enjoyment of solving problems and puzzles? Are you a great communicator with call center experience and conflict resolution skills? If you have these characteristics, coupled with strong communication skills, dependability and dedication to teamwork, we are looking for you.

Along with our Customer Success and Sales team, RemoteLock’s Customer Support staff are an integral component of the customer experience. As a Customer Support team member at RemoteLock your primary responsibility is to support our customers by providing exceptional customer service and resolving issues with our cloud-based software and hardware solutions.

Candidates should have a strong work ethic, proven dependability, curiosity and a keen hunger for learning, great communication skills and commitment to providing excellent service interactions with our customers. This hybrid position will require two days in the Denver office (Tuesdays and Thursdays, weather permitting).

Responsibilities

● Providing Tier 1 and Tier 2 support for incoming customer phone calls and emails

● Taking ownership of client issues and resolving their primary concerns

● Listening and clarifying customer concerns, determining the root cause of the problem and explaining in simple, understandable, and polite terms how to resolve their issue

● Troubleshooting lock hardware, including but not limited to physical installation, connection to WiFi, and post-installation maintenance in RemoteLock software

● Scheduling outbound client appointments for hardware and software support

● Providing direct expertise and training to customers on the use of RemoteLock Software that will enable them to manage access to their properties and users.

● Processing customer warranty or refund claims

● Maintaining case information using Salesforce, including but not limited to appropriate written capture of concerns, warranty and fulfillment information

● Maintaining Customer Satisfaction Scores (CSAT) and follow-up with customers to address concerns resulting in improved CSAT

● Working directly with customers purchasing hardware and software online to ensure an excellent customer service experience

● Minimizing client cancellations due to service quality challenges

Requirements

● Minimum of 2 years customer support experience, ideally with IoT (Internet of things) products

● Excellent Communication Skills (email and phone) with strong empathy and patience.

● Excellent phone communication skills- Active listening, clear annunciation, professional presentation and vocabulary and the ability to explain complex concepts in a simple manner.

● Customer orientation and ability to adapt/respond to different types of people and personalities.

● Ability to multitask, prioritize, and manage time effectively

● Dependable, Reliable, Strong Attendance

● Working knowledge of customer service software, ticketing systems, databases and tools (Salesforce and NetSuite are pluses)

● Advanced troubleshooting and mechanical inclination

● Attention to detail with excellent follow-up and research skills, along with an inherent desire to GET THINGS RIGHT THE FIRST TIME

● Awareness of industry’s latest technology trends and applications

● Wi-Fi network knowledge a plus

Salary $20 - $22 per hour