Customer Support Representative - Software/Hardware Industry

This is a remote position.

Client Overview

Join an innovative tech company revolutionizing temperature monitoring with cutting-edge remote thermometer devices and accompanying software. Our client is expanding rapidly, seeking passionate individuals to enhance their customer experience team. This role offers a unique opportunity to work with state-of-the-art technology while developing your skills in a dynamic, growth-oriented environment.

Job Description

As a Customer Support Representative, you’ll be the vital link between our client’s groundbreaking technology and its users. You’ll provide comprehensive support for both hardware and software components, ensuring customers maximize the potential of their remote thermometer devices. This role demands excellent communication skills, technical aptitude, and a drive to solve problems. You’ll handle diverse customer interactions across multiple channels, from troubleshooting technical issues to gathering valuable product feedback. Your contributions will directly impact product development and customer satisfaction in this fast-paced, evolving tech landscape.

Responsibilities

• Manage inbound customer support inquiries via phone, email, and live chat
  
• Conduct outbound calls to collect customer feedback and insights
  
• Troubleshoot and resolve technical issues related to the remote thermometer device and its software
  
• Provide clear, user-friendly explanations of product features and usage
  
• Handle customer concerns with empathy and professionalism, especially in high-stress situations
  
• Perform product demonstrations and explain complex features in simple terms
  
• Interact with business customers for potential sales-related matters
  
• Assist with administrative tasks during downtime, such as researching blog ideas or organizing data
  
• Contribute to improving customer satisfaction and product understanding through detailed feedback reports
  

Requirements

• Excellent English communication skills with minimal accent
  
• Strong phone presence and proven experience in customer service
  
• Technical aptitude with the ability to quickly learn and explain software and hardware concepts
  
• Patient and empathetic approach to customer interactions
  
• Proficiency in using CRM systems and customer support tools
  
• Ability to multitask efficiently across various communication channels
  
• Problem-solving skills with a knack for critical thinking
  
• Flexibility to handle diverse tasks beyond core support duties
  
• Basic technical understanding or eagerness to learn about IoT devices and software
  
• Ability to work independently in a remote setting while maintaining high productivity
  
• Language Proficiency:  the ideal candidate has excellent spoken English skills, particularly the ability to communicate as clearly as you and I do over the phone. This is number one requirement 
  
• Gender Preference: If possible, prefers a male candidate for the role.
  
• Writing Experience: It would be great if the candidate has good writing skills. For longer emails and informational emails to customers.  
  
• Administrative Tasks: when there are no tickets to respond to or outgoing/incoming calls. While customer support is the primary responsibility and the key skill requirement, a significant portion of the day will be dedicated to handling administrative duties as well. For example, researching a software, looking for blog ideas, writing some emails, putting data into spreadsheets (all simple work without experience required).