Technical Support Specialist at Deako

Company Overview: We are a leading smart home device manufacturer dedicated to empowering homeowners with innovative, easily manageable solutions. Our products allow homeowners to personalize and control their lighting and other smart home features effortlessly. With our plug-n-play technology, users can replace and upgrade their devices without needing tools, professional help, or even turning off the power. Our dynamic and fast-paced work environment is perfect for proactive individuals who excel in creative problem-solving and robust communication.

Position: Technical Support Specialist (Remote, US Based)

Job Description: As a Technical Support Specialist, you will play a crucial role in assisting our customers, including homeowners, integrators, and electricians. Your primary responsibilities will include providing exceptional phone and email support, troubleshooting hardware and software issues, and ensuring customer satisfaction. You will be a member of the Customer Support team reporting into the Product organization. Eastern or Central Time Zone business hours preferred. Weekend hours are not currently a requirement but this is subject to change as we extend our availability.

Responsibilities:

• Provide outstanding phone and email support, ensuring timely and effective resolution of customer issues.
• Assist with hardware installation, basic electrical troubleshooting, and software/app support.
• Diagnose and provide clear advice to solve problems related to our smart home devices and mobile applications.
• Log all correspondence and actions in the company's systems to maintain a comprehensive record and improve product development.
• Maintain composure and a positive attitude during challenging situations.
• Escalate customer issues to the appropriate team members when necessary.
• Perform administrative support tasks, such as processing invoices, shipments, and returns

Qualifications:

• 2+ years of experience supporting hardware and/or software products, with a strong emphasis on consumer electronics and mobile apps.
• Demonstrated technical aptitude and excellent communication skills.
• Experience with consumer electronics, Smart Home, and/or IoT device setup and troubleshooting.
• Understanding of WiFi network functionality and basic troubleshooting.
• Proficiency in assisting users with Android and iOS platforms.
• Experience with common ticketing and service tools such as: Zendesk, Helpscout, Intercom, Hubspot, Aircall, etc.
• Ability to explain technical tasks to individuals with varying levels of technical knowledge.
• Basic understanding of household wiring.

What Will Make You Successful in This Role:

• Competence in time management, prioritization and organizational skills.
• Strong verbal and written communication skills, with the ability to translate technical issues into understandable terms for end users.
• An affinity for understanding how technology works.
• Confidence in assisting customers promptly, either on the spot or after further investigation.
• Solution focused mindset - you bring up opportunities and potential solutions.
• A positive team first attitude.

What Your Week Will Look Like:

• 50% phone support
• 20% email support
• 20% internal communication and collaboration
• 10% administrative tasks

Deako Lighting Core Values:

• Driven: We are quick learners, innovators, and endlessly curious. We absorb information from diverse sources to continually refine our approach.
• Focused: We tackle challenges one at a time, prioritizing where we can make the most immediate and impactful difference.
• Transparent: We embrace both successes and setbacks. Innovation is born from problem-solving, and we cultivate a trustworthy environment where all issues can be discussed openly.
• Respectful: We engage respectfully at all times, valuing all contributions and challenging ideas constructively.
• Team-first: Our collective strength fuels our success. We value our community of partners and customers and recognize that our achievements are a result of our collaborative efforts.
• Accountability: Define success, measure results, and hold yourself and your teammates accountable. To reach our full potential as a company and as individuals, we must fully understand our successes and our shortcomings

Benefits Overview:

• Competitive Salary: $50,000-$70,000 annually, commensurate with experience, qualifications and cost of living in your specific location.
• Stock Options: Your contribution to Deako’s success is acknowledged with stock options, aligning your interests with company growth.
• Untracked PTO: We believe in work-life balance and trust you to manage your time effectively with untracked paid time off.
• Comprehensive Health Benefits: Enjoy peace of mind with medical, dental, and vision coverage. Protect your future with life insurance and build savings with our 401K plan.