Technical Customer Support

As a Technical Support Executive at our company, you will play a crucial role in providing exceptional technical assistance to our valued customers utilizing our smart home security and automation products. Your primary responsibility will be to deliver prompt and professional support through various communication channels, ensuring that customers receive timely resolutions to their technical concerns. Your key responsibilities will include offering courteous technical support to customers via phone, chat, or email, troubleshooting issues with smart home devices such as security panels, cameras, sensors, doorbells, thermostats, and mobile app connectivity, and guiding customers through setup, diagnostics, and issue resolution procedures. Additionally, you will be expected to escalate complex problems to Tier 2/3 support or engineering teams, maintain clear documentation of customer interactions in the CRM/ticketing system, educate customers on best practices and self-help resources, and follow up to guarantee complete resolution and satisfaction. To excel in this role, you should possess a minimum of 1-2 years of technical/customer support experience, preferably within the IoT, smart home, or telecom industry. A solid grasp of mobile apps, Wi-Fi, network troubleshooting, and smart home devices is essential, along with exceptional communication skills, strong problem-solving abilities, and a customer-centric mindset. The capacity to multitask effectively in a fast-paced environment and the willingness to work varied shifts, including nights, weekends, and holidays, are also critical requirements. Preferred qualifications include prior experience supporting IoT or smart home products, familiarity with platforms like ADT, Ring, Nest, knowledge of iOS/Android, home networking, and basic electronics, as well as bilingual skills in Spanish/French, if applicable. If you are passionate about technology, customer service, and delivering top-notch technical support, we invite you to join our team as a Technical Support Executive and contribute to our mission of providing cutting-edge solutions to our customers" smart home needs. This is a full-time, permanent position with a competitive salary of up to 31K CTC plus up to 8k incentives. The job entails a 5-day workweek with rotational shifts and offs, and both side cabs are provided within the hiring zone. The interview process will consist of HR and Ops rounds to evaluate your suitability for this role. If you are ready to embark on a rewarding career in technical support and make a difference in the lives of our customers, we look forward to receiving your application.,