JOIN OUR TEAM

Customer Service Specialist

TO APPLY – Please send resume and cover letter to careers@truelook.com

Location:

Winston Salem, NC

Job Description:

TrueLook is seeking a Customer Service Specialist to join our growing team!  At TrueLook, you will play a central role in providing best-in-class support to our rapidly expanding customer base by providing assistance with the TrueLook software application, troubleshooting hardware issues remotely, and following up to ensure total customer satisfaction.

Essential Duties:

  • Responsible for providing unparalleled customer service for all past, current, and prospective customers
  • Provide attentive and prompt support through helpdesk, email, chat, and phone
  • Guide customers through installation of their camera systems hardware and walk them through utilizing our software
  • Remotely troubleshoot issues with camera hardware components 
  • Record, track, and document the problem-solving process, including all decisions and actions taken, through to the final resolution
  • Be the voice of the customer internally at TrueLook and provide feedback on how TrueLook can mitigate future support issues.
  • Deliver an exceptional customer experience with proactive communication
  • Create and update help desk documentation, as appropriate
  • Customer satisfaction will be your single most important goal in this role

Requirements:

  • 1-2 years relevant experience either in Customer Support roles or as a Field Technician with hands-on experience installing general IT components, fire/alarm units, CCTV/camera systems, or similar technical equipment
  • Ability to investigate and resolve customer inquiries, along with working with the internal teams to provide the customer with the highest level of support and training.
  • Experience with and knowledge of computer hardware, low voltage and electrical systems, use of a multimeter, and basic hands-on/mechanical skills
  • Understanding of various Internet concepts/technologies including LAN/WAN, HTTP, IP networking, routers, etc.
  • Must be highly organized and be able to utilize various online platforms (ERP, CRM, online tools, etc.)
  • Ability to communicate technical concepts in non-technical terms.
  • Strong phone and email skills are a must, as are a solid grasp of grammar and vocabulary