Technical Customer Service Representative

About This Role

The Technical Support Specialist provides customer-focused technical assistance for mobile devices, WiFi connectivity, and network troubleshooting. This role is responsible for guiding users through setup, configuration, and resolving technical issues in a fast-paced, customer-facing environment.

Responsibilities

• Provide technical assistance for installation, setup, and usage of connected devices and mobile applications.
• Guide users through WiFi connectivity, mobile app configuration, device pairing, and sensor setup.
• Troubleshoot technical issues related to connectivity, alerts, data transmission, and device performance.
• Escalate complex technical issues to internal teams while maintaining ownership of the customer experience.
• Deliver support via phone, email, and text, ensuring clear, professional, and empathetic communication.
• Make proactive outreach calls to support product adoption and resolve potential issues.
• Maintain a consistent white-glove support experience across all customer interactions.
• Perform digital quality assurance reviews by validating submitted data, identifying discrepancies, and documenting findings.
• Accurately document customer interactions, technical issues, and resolutions.
• Provide feedback to internal teams to support product and process improvements.

Requirements

• Minimum 1 year experience in technical support, help desk, call center, or field service.
• Hands-on experience troubleshooting mobile devices, WiFi connectivity, and networking issues.
• Solid understanding of networking fundamentals (WiFi, mobile connectivity, device pairing).
• Strong verbal and written communication skills.
• Excellent problem-solving and troubleshooting abilities.
• Ability to multitask and adapt in a fast-paced environment.
• Strong attention to detail and organizational skills.

Qualifications

• Bachelor’s degree preferred
• Minimum 1 year of experience in a technical support, help desk, call center, or field service environment.

Nice to Have

• Experience supporting connected devices, IoT platforms, or smart technology.

Skills

* Required skills

Benefits