Job Description

About This Opportunity: 

This role is a hybrid position with the expectation to work onsite three (3) days a week in Irvine, CA and the ability to work remotely, working closely with our Customer Success Manager and team of engineers to help identify and resolve customer requests. 

Job Role Description: Technical support 

As a Customer Technical Support Representative, you will be the first point of contact for our customers, providing timely and effective assistance. Your role will involve troubleshooting issues, resolving complaints, ensuring customer satisfaction, extending support beyond end users to include our distribution partners and resellers. You will collaborate with internal teams to enhance the customer experience and contribute to the overall success of the company . 

Major Job Functions: 

• Respond promptly to customer inquiries via [email, phone, chat, or other communication channels]

• Diagnose and resolve product/service-related issues efficiently

• Maintain a deep understanding of company products/services to provide accurate information

• Escalate complex issues to the appropriate department when necessary

• Document customer interactions, feedback, and solutions in the CRM system

• Identify patterns in customer concerns, and suggest process improvements

• Assist in creating help guides, FAQs, and knowledge base articles

• Ensure a positive customer experience by demonstrating professionalism and empathy

• Create & maintain case management records

• Create & maintain case management records using a CRM.

• Curate knowledge base articles to foster customer self-help tools available online.

• Recommend enhancements to products and services that would improve serviceability and operation.

• Regularly provide feedback on the soundness and effectiveness of the department’s policies and procedures.

• Incorporate monthly reporting, determinding specific metrics and insights valuable for operations.

• Report issues to the technical team in the USA via JIRA. (bug-tracking system to ensure efficient

resolution and continuous product improvement)

• Maintain a high standard of customer satisfaction.

• Support maintains an opt-out model for company recognized holidays.

Qualifications

• Previous experience in customer support, call centers, or related fields preferred.

• Strong communication skills, both written and verbal.

• Ability to multitask and work efficiently in a fast-paced environment.

• Problem-solving skills with a proactive approach to resolving customer concerns.

• Proficiency with customer service software, CRMs, and related tools is a plus.

• Patience, empathy, and a customer-first mindset.

• Ability to work independently and as part of a team.

• Direct experience in related fields of smartphones, wireless networks, wi-fi networks, applications, hardware and software is a strong plus.

• Knowledge of Microsoft Office including Word, Excel, PowerPoint.

Education & Requirements: 

• Bachelor’s Degree in Computer Science, Information Systems, or Networking (any related field is a plus)

• 1-2+ years of technical support in networking, routing and firewall, cloud-managed applications, or other related technologies is a plus

• Experience in customer service, program management, or project management

• Bilingual in English and Spanish is a plus

Bonus Points: 

• Experience in IP Networking

• IoT device troubleshooting with 4G/5G products

Benefits: 

• Competitive salary and performance-based bonuses

• Health, vision, and dental insurance (if applicable)

• Paid time off, remote work-hours capabilities

• Professional development and training opportunities

• A supportive and inclusive work environment

Key Performance Indicators 

1. Hardware & Software Support: Provide technical support to sales team and customers. Work together with our local technical team to provide solutions. Support TA. KPI – Be invaluable member for the Team.

2. Product advance: Increase the level of confidence in the customer service department, which helps lower return rates and increase sales forecast. KPI – Low return rate.

3. Product Knowledge: Strong learning and understanding of our product lineup, as well as educating the customer(s) about how to use/added feature sets for products.

Internal Details: 

Hiring & Reporting Mgr. Technical Product Director and Warranty Support

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