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Technical Customer Support Specialist

Location: Sunnyvale, CA
Job # 11432993
Date Posted : 10-01-2018
We have following urgent role with our  DIRECT client

Title: Technical Customer Support Specialist
LOCATION: Sunnyvale, CA
DURATION: 12+ months 
Compensation: Competitive ( DOE )

Ideal candidate is NOT a helpdesk/IT  Specialist,  but  more of a technical customer support specialist

Job Description:
  • Excellent email and phone etiquette skills including innate attention to correct grammar and spelling.
  • Genuine interest in helping people daily, while not letting issues frustrate you.
  •  Flexible, with a "can do" attitude.
  • Experience in Customer support and dealing with customers
  • Strong troubleshooting skills and the ability to problem solve complex technical issues.
  • Ability to translate technical information to a non-technical customer.
  • Strong knowledge with home networking (ISPs, modems, routers, firewalls , etc.), internet-enabled devices, home computers (hardware, software, flash, and various operating systems) and home theater A/V equipment (A/V receivers, surround sound systems, Blu-Ray players, HDTV's)
  •  IP control system (Crestron, AMX, and Control 4) and mobile operating system knowledge a plus.
  • Previous technical support experience with end-customers.
  • Ability to prioritize and handle multiple technical issues in a timely and professional manner.
  • You can dig in and be hands on in learning about Client's website. We're a small team, and won't have a lot of time to hold your hand. (There's a lot to figure out, so being naturally curious about things will be very helpful.)

Job Responsibilities:
  • Provide direct technical support to customers (consumers, resellers, and partners.)
  •  Respond to phone, email, and web inquiries concerning the Client's service and Client's product-enabled devices.
  •  Research, address, track, and close the loop on all customer related questions and issues.
  • Document and log all customer contacts/queries into the tracking system.
  • Report defects to the engineering team and help guide solutions to meet customer needs.
  • Respond and resolve customer issues through various social feeds (Facebook, Twitter etc.)
  •  Contribute to knowledge database, FAQs, and other customer documentation.

Employee Referral Program:

We are hiring !
The Employee referral bonus is $500 per referral after the new full-time employee successfully completes 90 days.
The referral bonus for hourly contractor is $250 after the completion of 90 days.
However, managers who have hiring/team building as part of regular management duties are not eligible in the program.

Please send in resumes to Redolent, Inc., 4620 Fortran Drive, Suite 201, San Jose, CA 95134

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