What You’ll Do
- Diagnose, troubleshoot, and repair / debug complex product / service issues
- Respond to situations that first-line product support is unable to isolate / resolve
- Escalate more complex issues that point to potential hardware / software malfunctions to Engineering / Design teams
- Help to create new training materials and / or troubleshooting steps in order to address identified gaps in existing agent-facing content
- Assist in creating internal communication updates regarding identified problems and subsequent fixes
What You’ll Need
- Bachelor’s Degree in a related field and / or 2 years of experience in a technical role
- 1 years of customer service experience
- Strong aptitude for technical troubleshooting & root cause identification
- Exceptional critical thinking and problem-solving skills
- Persistence to see a problem through to completion
- Ability to prioritize tasks based on urgency and importance
- Excellent written and interpersonal skills
What we’d love to see (but isn’t required)
Hands-on experience with Windows / Linux / Mac OS environments
What Values You’ll Share
- Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
- Aim High - Always challenging ourselves and others to raise the bar.
- No Ego - Maintaining a no job too small attitude, and an open, inclusive and humble style.
- One Team - Taking a highly collaborative approach to achieving success.
- Lift As We Climb - Investing in developing others and helping others around us succeed.
- Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.
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