Customer & Technical Support Staff

Vienna, Virginia, United States · Support expand job description ↓

Description

What we’d like you to do:

  • Be the first customer touch point for the company
  • Maximize customer satisfaction and customer retention.
  • Communicate with customers via phone and email to resolve logistics and technical issues.
  • Address customers concerns with shipping, returns, discounts, refunds, payment processing, address changes etc.
  • Answer pre-sales questions around product setup, features, compatibility, usage, efficacy and competitive landscape
  • Ask pertinent questions to customers to narrow down scope of technical issues
  • Capture relevant information for technical issues that need engineering escalation
  • Liaise between customer and engineering staff to resolve escalation issues.
  • Author technical notes and whitepapers to address frequently asked questions
  • Author technical marketing documents to show product in good light
  • Keep abreast of the latest threats on the Internet to effectively answer customer questions.

We're looking for someone who has:

  • Excellent native English language communication skills
  • Patience, compassion and self-control when dealing with customer problems
  • Ability to provide clear written and verbal step-by-step technical help
  • Ability to quickly learn about the product and common problems encountered by customers
  • Ability to research customer’s existing networking equipment and configuration and offer product advise
  • Ability to positively influence product buying decisions

Bonus:

Good understanding of the following networking concepts as they relate to home networks:

  • Networked Devices – primarily PCs, MACs, Smart Phones, Tablets, IP Cameras etc.
  • Switches, Routers, Broadband Modems
  • ISP Broadband connections - DSL, Cable, FiOS etc.
  • IP Addresses &, MAC Addresses
  • Public & Private IP addresses

Benefits

Full-time or Part-time available.

Salary commensurate with experience.

Equity potential!

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