Customer Service Associate - Technical Support

Summary

Join Nanit, a leading baby tech company, as a part-time remote Customer Support Associate – Technical Support. You will be the first point of contact for customers, providing technical and order support, troubleshooting issues, and ensuring a positive customer experience. This role involves responding to inquiries via email, chat, and phone, collaborating with internal teams, and escalating complex issues. You will need one year of experience in customer support or a related field, excellent communication skills, and problem-solving abilities. A flexible schedule is offered, and a laptop is provided. This is a part-time remote position with flexible hours, but availability for training during 8am-5pm EST is required.

Requirements

• 1 year of experience in customer support, technical troubleshooting, or a related field
• Problem-solving skills with the ability to diagnose and resolve technical issues
• Excellent communication skills, both written and verbal, with a customer-first mindset
• Ability to work efficiently in a fast-paced environment while managing multiple inquiries
• Problem solver with effective time management skills
• Passion for technology and a desire to help customers navigate technical challenges
• A willingness to grow and improve

Responsibilities

• Troubleshoot and resolve customer support questions and concerns, including conducting technical reviews in backend systems
• Handle escalated issues with a focus on de-escalating customer concerns, finding resolutions, and ensuring a positive experience
• Assist customers with order issues, including processing refunds, replacements, and tracking shipments
• Build meaningful connections and relationships with customers to enhance engagement
• Monitor and maintain positive customer sentiment, addressing concerns proactively
• Recognize patterns and escalate issues as needed, such as potential bugs or recurring technical concerns
• Work closely with internal teams to ensure support activities align with growth metrics and company objectives

Preferred Qualifications

Experience with Zendesk, Jira, Redash, or similar platforms

Benefits

• Laptop provided
• Salary Range: $25 hourly
• This is a part-time remote role with a flexible schedule
• Flexible for location
• Candidate must be available for training during 8am - 5pm EST
• Working hours are flexible Monday - Sunday. Schedule to be determined by manager and candidates availability