Customer & Device Support Specialist
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
This is a remote position.
Are you a tech-savvy problem solver with a passion for delivering exceptional customer support Were looking for a dedicated Customer & Device Support Specialist to join our global operations this role youll be the front line of support for our cutting-edge sensor and camera network ensuring devices stay healthy data remains accurate and customers receive top-tier service every step of the way.
Youll proactively monitor network performance troubleshoot device issues and manage customer support tickets through platforms like Zendesk. Your attention to detail and ability to stay composed under pressure will be key as you perform video audits validate data accuracy and communicate effectively with internal teams and clients.
Were seeking someone with 35 years of experience in customer or technical support strong English communication skills and a knack for resolving technical challenges independently. If youre detail-oriented thrive in a structured environment and are excited by the chance to work with a global team this opportunity is for you.
Job Highlights:
- Contract type: Independent Contractor
- Schedule: Must be flexible to work in a shifting schedule to support extended team coverage between 16 hours per day Monday to Friday. Willingness to potentially adapt to a Saturday schedule in the future is a plus.
Key Responsibilities:
Device Monitoring & Network Health
- Proactively monitor the health and status of the global sensor and camera network using a variety of network monitoring reports.
- Identify devices that are offline or indicating poor health and perform Level 1 troubleshooting.
- Follow up with internal technical teams or client contacts to troubleshoot and resolve issues.
- Escalate complex technical issues that cannot be resolved at Level 1 to the Level 2 technical team for further investigation.
Count Audit Management
- Process count audit requests initiated by both internal teams and customers to verify the accuracy of device data.
- Conduct initial Level 1 troubleshooting to assess if a device issue is affecting data accuracy.
- For sensor devices raise tickets to schedule field video audits. For camera devices remotely access pre-recorded or live video feeds.
- Perform video audits by watching footage manually counting people entering or passing the store and validating the counts against the devices automated data.
Customer Support & Ticket Management
- Efficiently triage handle and resolve customer support tickets via Zendesk within defined Service Level Agreements (SLAs).
- Maintain professional and clear communication with clients which may include phone calls and written updates to troubleshoot issues and drive satisfaction.
- Identify recurring or systemic support issues and provide upward feedback to improve client outcomes and business processes.
- Contribute to the customer support knowledge base by updating articles FAQs and ticket fields to enable faster resolution.
Essential Skills Qualifications and Knowledge:
- Proven Experience: At least 2-3 years of experience in a customer support role preferably in a mid-level capacity. Experience in a technical support or device monitoring environment is a strong advantage.
- Communication Skills: Excellent verbal and written English communication skills. You must be able to articulate information clearly and professionally to clients via phone and email. A clear understandable accent is required.
- Technical Proficiency: Proficiency with Zendesk or a similar customer support ticketing system (e.g. ServiceNow) is highly desirable.
- Problem-Solving: A solid understanding of the triage process and strong problem-solving skills for effective Level 1 troubleshooting.
- Attention to Detail: Keen attention to detail is critical for accurate video auditing and device monitoring.
General Responsibilities:
- Maintain superior levels of service standards to ensure the highest level of client satisfaction.
- Adhere to all operational procedures as outlined by the company (e.g. attendance punctuality execution of leave procedures).
- Interact positively with staff members to foster a harmonious and collaborative global working environment.
- Ensure all company-provided equipment (laptop phone etc.) is used in accordance with company procedures.
- Perform any other relevant duties as directed by management.
Requirements
- Proven Track Record: 3-5 years of experience in a mid to semi-senior customer or technical support role with a history of stable tenure.
- Technical Proficiency: High proficiency with Zendesk or similar enterprise ticketing systems (e.g. ServiceNow).
- Expert Communicator: Flawless verbal and written English communication skills with the confidence to handle client calls and emails independently.
- Autonomous Problem-Solver: A self-starter with demonstrated ability to troubleshoot complex issues with minimal supervision.
- High Flexibility: Willingness to work a shifting schedule to provide 16-hour coverage Monday to Friday with potential for future Saturday work.
Benefits
Independent Contractor Perks:
- HMO Coverage for eligible locations
- Permanent Work from Home
- Immediate Hiring
- Steady Freelance Job
Please note that since this is a permanent work-from-home position and an Independent Contractor arrangement the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.
ZR28749JOB
Required Skills:
Requirements Proven Track Record: 3-5 years of experience in a mid to semi-senior customer or technical support role with a history of stable tenure. Technical Proficiency: High proficiency with Zendesk or similar enterprise ticketing systems (e.g. ServiceNow). Expert Communicator: Flawless verbal and written English communication skills with the confidence to handle client calls and emails independently. Autonomous Problem-Solver: A self-starter with demonstrated ability to troubleshoot complex issues with minimal supervision. High Flexibility: Willingness to work a shifting schedule to provide 16-hour coverage Monday to Friday with potential for future Saturday work.
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