Technical Support Specialist

If you would like to apply for this position, please send your cover letter and resume to our email: careers@zenseio.com

JOB DESCRIPTION

Summary

Help our customers use Zenseio products and services as well as troubleshoot any technical issues they may experience. Provide responsive, and knowledgeable, and effective support, resulting in excellent customer satisfaction.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsible for responding to customer service requests in timely fashion
Communicating with customers to understand their technical problems to either provide immediate assistance or scoping out the issue for further analysis/troubleshooting. Keeping customers updated on the problem resolution
Educating customers on how to the best use Zenseio products and services
Collaborating with other team members on solving deeper technical issues
Documenting service calls and their resolutions for record keeping, FAQ’s, application notes, user manuals, and other documents, as required
Inspecting, troubleshooting, and repairing electronic equipment

Competencies

Problem solving/analysis and troubleshooting skills
Technical capacity
- Reasonably good understanding of electronic, wireless communications, and physics concepts
- Proficiency in using computers, mobile devices, and other electronic equipment
- System-level thinking
- Attention to details
Verbal and written communication proficiency in English
Listening skills
Self-time management
Eagerness and willingness to learn new technologies and concepts
Customer-oriented attitude to provide excellent user experience

Required Education and Experience

1+ years of experience as an application engineer, customer technical support person or a technician
Associate or bachelor’s degree in in technical field of study (highly desired, but not required)
Experience in communicating with customers, other technical teams and management to solve problems, identify tasks, and collaborate
Experience with reading and writing technical documentation
Experience with supporting mission critical, 24×7 systems
Experience with electronic devices and web services
Soldering and electronic device prototyping skills (highly desired, but not required)

Work Environment

This position allows to work from home. This role routinely uses standard and specialized office equipment such as computers, phones, printers, embedded electronics and their diagnostics tools. Customers are assisted remotely via internet and phone.

On-the-job coaching and training will be provided.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to see, talk or hear, type on keyboard, analyze new problems, use computer/mobile device, embedded electronics products with limited UI capabilities. The employee is required to communicate over phone, video conferencing, and email/text messages. The employee may be required to occasionally carry packages 30 lb or less and drive short distances.

Position Type/Expected Hours of Work

This is a part-time, full-time, or contract position. Normal work days are Monday through Friday. There is great deal of flexibility as to the working hours, but they would typically be 9AM to 5PM Pacific Time. Preferred residence is Dallas Metroplex.

Travel

No travel is expected aside from occasional visits to local UPS/Fedex/USPS shipping locations.

EEO Statement

Zenseio provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.