Technical Support Specialist
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Contract Technical Support Specialist
The Technical Support Specialist I will be the primary point of contact to Owl Lab's end-users, resellers, and potential customers through all customer support channels, including chat, email, phone and video. We are looking for an empathetic, enthusiastic self-starter, who is comfortable taking the initiative to deliver outstanding customer support. This is a 6-month contract position with a schedule Monday-Friday, 40 hours per week.
What You'll Do
- Become a Meeting Owl, Meeting Owl Pro, Meeting Owl 3 and Whiteboard Owl expert. Maintain up-to-date and comprehensive knowledge of Owl Labs' products, their features, and supported video conferencing platforms and calendaring systems.
- Communicate Owl Labs' products features and benefits to potential customers, while answering all product questions and addressing their concerns.
- Own customer issues from start-to-finish, ensuring customers receive the fastest and easiest resolution to their issues.
- Troubleshoot and resolve hardware and software issues while maintaining excellent customer support by using standardized tools, or seeking additional help or guidance from Engineering teams as necessary.
- Escalate interoperability issues to external support organizations in order to investigate solutions and ensure a high standard of customer success.
- Demonstrate customer relations skills and maintain a positive company and product image during all interactions.
- By extracting information through customer interactions, provide voice of the customer feedback and suggestions, and product troubleshooting feedback to the relevant teams.
- Log requests for new and updated knowledge base articles based on information learned by customer interactions, and input from subject matter experts.
Qualifications
Requirements:
- Passion for empathy and helping others be successful.
- Experience in a call center, tech support, or another role that has honed great customer service skills. Preferably in a high-tech software or hardware environment.
- Bachelor's Degree or equivalent experience preferred.
- Exceptional written and verbal communication skills required, with the ability to tailor custom messages.
- Passion for learning about and mastering new technology, including software and electronics.
- Ability to use your resources to troubleshoot technical problems, identify knowledge gaps, and quickly research and find answers to customer questions or issues.
- Must have the ability to work independently and manage time effectively.
- If remote, you must be motivated and thrive in a work-from-home or shared office space environment. Your work environment must have a strong internet connection and private space for taking phone and video calls.
- Dedication to solving problems and delighting customers with quick, empathetic, polite and efficient customer service.
- Familiarity with a CRM or ticketing system, and with standard business applications (Salesforce, Google Sheets, Google Docs, Excel, Word, etc.).
- Experience with video conferencing technologies in a business setting is preferred.
- Experience setting up and troubleshooting Wi-Fi networks, or Wi-Fi connected devices is a plus.
The best candidates will share examples of:
- Grit & resilience.
- Empathy.
- Problem-solving.
- Work ethic.
- Drive.
- Curiosity.
- Teamwork & collaboration with peers/co-workers.
- A measurable history of performance.
- Self-awareness & coachability.
Owl Labs is a hybrid company, we are over 40% remote, and our headquarters is based in Boston, MA. This role will be a 6-month minimum term, and will be either Boston-based or Remote, with the shift being an 8 hour shift between 8am and 6pm Eastern.
Please submit a cover letter with your application explaining why you think you'd be a great fit as our Technical Support Specialist.
Owl Labs is an Equal Opportunity Employer committed to our values of embracing inclusivity and creating a culture where everyone feels respected and connected, no matter the location of their work environment. We invite applications from people of all walks of life and are committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need accommodations due to a disability, please let us know.
Who We Are
Owl Labs is a collaborative tech company, creating an equalized meeting and learning experience for all, wherever participants may be. Powering hybrid teams and remote work is in our DNA. Owl Labs has been a leader when it comes to celebrating and connecting hybrid teams and classrooms - meaning both in-office and remote workers, in-room students and at-home learning. We're best known for the Meeting Owl product line, a smart 360 camera, mic, speaker all-in-one solution. Sitting in the center of the table, the Meeting Owl uses vision and voice recognition to shift the camera to focus on who's speaking, giving all participants a feeling as if they're in the same room. With the continued rise of hybrid teams and remote workers, our products allow for better collaboration and productivity no matter your location.
Our award-winning product, the Meeting Owl Pro, was named one of TIME magazine's 100 Best Inventions of 2020 and has been recognized by CES Innovation Awards 2020, Red Dot Design Awards 2020, SXSW Innovation Awards 2020. Our team was recognized as an Inc. Best Workplaces 2020 and 2021 and named on the esteemed Inc.'s Editor's List.