JOIN OUR TEAM

Technical Support Specialist

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

Employment Type:

Full Time

Location:

Remote or Hybrid, Winston-Salem, NC

About this Role:

TrueLook is seeking a Customer Technical Support Specialist to join our growing team! At TrueLook, you will play a significant 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. .

Key Responsibilities:

  • 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 
  • Customer satisfaction will be your single most important goal in this role 

Qualifications:

  • College degree or equivalent. 
  • 1-2 years’ experience in Customer Service/Support roles, preferably at a SaaS organization 
  • 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, DNS, 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