Customer Support Agent (Technical)

Cambridge, MA

Posted: 10/08/2019 Category: Customer Service Job Number: 25625

Job Description:
  • Answer customer inquiries through email, chat, on the phone, and through social media
  • Troubleshoot technical issues, including software, hardware, and network connectivity concerns
  • Take ownership of customer inquiries and act as a liaison between the customer and engineering teams
  • Help customers manage their orders and deliveries
  • Identify opportunities to increase customer satisfaction and retention
  • Educate potential customers about and the experience
  • Author Knowledge Base articles for customers and other support representatives

Job Requirements:
  • College degree and/or 2+ years of customer support experience, preferably in consumer electronics
  • Exceptional written and verbal communication skills
  • Ability to work some evenings, weekends, and holidays
  • Capable of solving complex, technical tasks in creative and effective ways
  • Aptitude for building effective, positive relationships with customers of all ability levels
  • Experience with Zendesk, Hubspot, Salesforce, or similar CRM or support ticketing systems
  • Self-starter with an exceptional ability to identify knowledge gaps and work to learn what you don’ t already know
  • Have a passion for helping people
  • Success working in a fast paced environment
  • Experience in troubleshooting wireless communications, including home network and WLAN troubleshooting a plus.

Preferred Qualifications:
  • Customer support experience with connected or IoT products
  • Experience with logistics/order tracking
  • Prior customer support experience

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