Customer Support Specialist

Job Description

OLOID stands at the forefront of physical identity management and automation, offering state-of-the-art passwordless and automation solutions for enterprises. OLOID s objective is to establish a unified security framework by integrating with HR, IT, and various cyber and physical systems, thus enabling a unified digital identity across the organization and the day in the life of the deskless workers. Headquartered in Sunnyvale, CA, OLOID is a fast-growing venture-backed by Dell Technologies Capital, Honeywell Ventures, Okta Ventures, and Emergent Capital. Job Summary: The Customer Support Specialist will be responsible for providing technical assistance and support to customers during the night shift hours. This role requires a strong technical background, excellent communication skills, and the ability to troubleshoot and resolve complex issues effectively. Key Responsibilities: Respond promptly to customer inquiries and technical support requests during the night shift. Provide technical assistance and support for software, hardware, and network-related issues. Troubleshoot and resolve customer issues remotely or via phone & email. Identify and escalate priority issues to appropriate teams or levels of management as needed. Document customer interactions, technical solutions, and troubleshooting steps accurately. Collaborate with internal teams to resolve customer issues and improve product quality. Stay updated on product features, updates, and troubleshooting techniques. Maintain a positive, professional, and customer-focused attitude at all times. Meet or exceed customer service and performance targets. Qualifications: Bachelor s degree in Computer Science, Information Technology, or a related field (or equivalent experience). Minimum 5 years of experience in a technical support or customer support role. Strong technical knowledge of software, hardware, and networking concepts. Excellent communication skills, both written and verbal. Ability to effectively communicate technical information to non-technical customers. Experience with ticketing systems and remote support tools. Strong problem-solving and troubleshooting skills. Ability to work independently and as part of a team.