Technical Customer Experience Specialist

Who We're Looking For:

We're seeking a Technical Customer Experience Specialist to join our dedicated support team, focusing on online chat, email, and video or call interactions with our valued customers. As a key member of our customer experience team, you will be at the forefront of providing technical support for cutting-edge Internet of Things (IoT) products, featuring advanced technologies like Matter and Thread, as well as connecting to WiFi or Bluetooth. Reporting directly to the CX Supervisor, you will collaborate closely with cross-functional teams to ensure a seamless and positive customer journey.

We are looking for tech-savvy individuals who are passionate about technology and enjoy diving into the nitty-gritty details. If you’re a nerd at heart and love exploring the latest tech trends, you’ll fit right in!

To excel in this role, you should possess excellent communication skills, empathy, and a passion for delivering exceptional customer service with a technical focus. The ideal candidate is proactive, detail-oriented, and thrives in a dynamic and fast-paced environment. If you enjoy problem-solving and have a positive attitude towards technology, we encourage you to apply.

What You'll Do

Your primary responsibilities will involve providing top-notch online chat, email, and video or call support to customers, with a specific focus on technical troubleshooting for our IoT products. This includes addressing order inquiries, facilitating product replacements, offering some non-technical assistance, and responding to general product inquiries. You will play a crucial role in enhancing the overall customer experience by ensuring timely and accurate resolutions, particularly in the technical aspects of our products.

Responsibilities

Product Replacements: Facilitate the replacement process for damaged or defective products, ensuring proper troubleshooting and customer satisfaction.
General Product Inquiries: Provide detailed information about our products, features, and specifications to customers seeking assistance.
Customer Communication: Communicate effectively with customers through online chat, email, and video or calls, demonstrating empathy and professionalism.
Issue Resolution: Troubleshoot and resolve customer issues, escalating complex cases to higher levels of support when necessary.
Documentation: Maintain accurate and detailed records of customer interactions and transactions.
Continuous Improvement: Proactively identify areas for process improvement and contribute to enhancing the overall customer support experience.
Shift Reliability: Be on time and present on scheduled workdays.
Performance Management: Know their KPIs and make themselves aware of their status.
Product Expertise: Use provided training materials and similar resources. Manage personal learning (self-study, make time to review updates, pay attention to roll-outs).
Consequence Management: Know the consequences of their actions. Learn and refer to the employee handbook and disciplinary action as needed.
Requirements

Minimum of 2 years of relevant experience working in a technical customer service or support role.
Previous experience specifically in online chat and email support is highly desirable.
Exceptional communication skills, both written and verbal, with a customer-focused approach.
Ability to empathize with customers and provide solutions to meet their needs.
Strong analytical and problem-solving skills to effectively address customer inquiries and issues.
Familiarity with customer support tools and platforms.
Comfortable navigating and using email, chat, and video or call systems efficiently.
Excellent organizational skills with the ability to manage multiple customer interactions simultaneously.
Ability to adapt to changes in policies, procedures, and product offerings.
Ability to recognize and escalate complex issues to higher levels of support when necessary.
Preferred:

Smart home technology knowledge.
PC or Console gaming experience.
Zendesk Experience.
Confluence Experience.
Experience working with an Internet Service Provider (ISP).
Experience troubleshooting devices with Bluetooth, Thread, or Matter.