TO APPLY – Please send resume and cover letter to careers@truelook.com
Employment Type:
Full Time
Location:
Remote (PST or MST Preferred)
Who we are:
TrueLook, a pioneer in IP camera technology, has been serving the multi-trillion-dollar construction industry for over 25 years with our award-winning hardware and innovative SaaS cloud platform. Our growing set of construction security solutions empowers owners and project managers to improve efficiency, profits, and safety on the jobsite.
With over 100 million users served, TrueLook is profitable and growing rapidly, and now we’re looking for driven, intelligent self-starters to join our team. We offer competitive salaries, unlimited PTO and excellent benefits including 100% paid medical, vision, and dental after one year of employment – and positive family-friendly culture with a real work/life balance. Passion, integrity, and innovation are what drive us. Are you ready to join our team?
About this Role:
TrueLook is seeking a Customer Technical Support Specialist to join our growing support 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