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InVue · 1 day ago

Technical Support Specialist

Charlotte, NC

Full-time

Onsite

Entry, Mid Level

InVue is seeking a proactive Technical Support Specialist to ensure customer satisfaction through product mentoring and consulting services. The role involves troubleshooting issues, providing exceptional customer experiences, and collaborating with cross-functional teams to resolve technical challenges.

Consumer ElectronicsHardwareSoftware

Comp. & Benefits

Responsibilities

Become highly proficient with InVue’s product suite, troubleshooting issues through various channels including email tickets, chat, and phone

Deliver an exceptional customer experience by finding and documenting customer needs and issues, answering incoming inquiries, effectively applying problem-solving techniques and following issues through to their successful resolution

Establish and keep a positive and professional relationship with customers by supplying continuing education on how to effectively use products and by clearly explaining the cause and resolution for issues so Customers are confident that the product will perform as intended

Replicate issues as needed to ensure that symptoms and probable cause are fully understood

Determine the severity level and urgency of every issue based on the impact on the Customer's business operations

Manage all open technical service requests to ensure prompt resolution of customer issues, including level two support

Communicate and collaborate with cross functional teams and departments to discuss and resolve issues, escalating when necessary

Responsible for continuously updating and expanding the Help Center, ensuring content is accurate, up-to-date, and aligned with the evolving needs of users

Document best practices in our help center to enhance the quality and efficiency of the Customer Care Department

Provide support to customers via phone, email and chats as needed

Qualification

End-to-end problem analysisSaaS deploymentTechnical writingZendesk SuiteHardwareSoftware proficiencyCustomer service skillsFluent SpanishInterpersonal communicationProblem-solving

Required

You have a passion for technology and innovative solutions

You are naturally curious about the way things work and have the distinct ability to pick up both hardware and software concepts easily

You are an amazing problem-solver with exceptional customer service skills, going beyond customer expectations

You have excellent interpersonal, verbal, and written communication skills and the ability to effectively prioritize and manage your time

You will thrive in an ever-changing environment with a 'roll-up your sleeves' mentality and comfortable interacting with customers both online and over the phone with a prominent level of professionalism

End-to-end problem analysis: You have a solid record of accomplishment investigating problems from start to finish. Understanding the chain of events that led to the problem occurring

Must be able to articulate technical issues clearly and understand your audience

Demonstrated experience in technical writing, with the ability to clearly document complex processes and create user-friendly guides

Successfully deployed SaaS software for a startup, mid-level, or enterprise company

Have excelled in hardware and software environments. You know how to work in both areas and can learn new products in a short amount of time

Proven experience working in Zendesk Suite

Ability to flourish in a high growth, fast paced, ever-evolving environment

Preferred

Fluent Spanish is highly preferred

Company

InVue

Retailers face a constant challenge: secure valuable products without creating barriers for shoppers or store teams. InVue helps solve that challenge.

Founded in 1972