Customer Service Technician

Job Summary

Blending technical expertise with customer service, the full-time remote Customer Service Technician will respond to customer inquiries, perform Tier 1 troubleshooting for fire hazard cases, and engage with customers to ensure effective resolution while supporting Ting's fire safety operations.

Key responsibilities

• Respond to customer inquiries after Ting fire hazard cases are initiated, utilizing defined hazard mitigation plans
• Engage with customers for follow-up communication to gather information for troubleshooting and case resolution
• Perform Tier 1 troubleshooting and escalate Tier 2+ cases to FST Engineers as needed for further assistance

Required qualifications

• A minimum of 2 years' experience in technical support, customer service, or a related field
• Education and/or experience in technical troubleshooting, electrical systems, or fire safety is an advantage
• Strong communication and interpersonal skills to convey complex technical information clearly
• Proven troubleshooting skills with a methodical approach to problem-solving
• Flexibility to adapt to rotating schedules and the demands of a startup environment