Product Support Agent

Job Summary

To support high-touch clients, the full-time Product Support Agent will resolve complex issues related to Smart Access and Smart Devices in a remote setting, collaborating with engineering and product teams to ensure effective resolutions.

Key responsibilities

• Take ownership of support tickets and drive them through to resolution across teams
• Analyze and troubleshoot multi-layered technical problems to determine appropriate solutions
• Document all customer interactions, findings, and resolutions in the ticketing system

Required qualifications

• 2+ years of customer service experience, preferably in a contact center environment
• Strong technical and troubleshooting skills, particularly with PCs and Internet computing
• Proven track record of effective communication and interpersonal skills
• Ability to manage interactions with potentially frustrated customers
• Desire to engage with new systems and technology while conveying knowledge to partners and customers