Nokē Smart Entry Technical Support Agent - Noke

A Technical Support Call Center Agent plays a critical role in providing timely assistance to customers experiencing technical issues, while maintaining a high standard of customer service. This role requires a blend of strong technical troubleshooting abilities and excellent customer experience skills to resolve problems efficiently and ensure customer satisfaction.

• Customer Support: Deliver technical assistance and customer service via phone, email, and chat with professionalism and promptness.
• Issue Resolution: Diagnose and troubleshoot hardware, software, and network issues to restore customer functionality efficiently.
• Documentation: Record customer interactions, problems, and solutions in a CRM or ticketing system for accurate tracking and follow-up.
• Installation & Setup: Guide customers through installing and configuring software or devices, ensuring a smooth setup process.
• Escalation & Collaboration: Refer complex issues to higher-level support or engineering teams and work with colleagues to resolve them.
• Customer Education: Teach customers how to use products effectively and prevent future issues by simplifying technical information.
• Follow-up: Check in with customers after issue resolution to confirm satisfaction and ensure no further problems exist.
• Continuous Improvement: Stay informed about product updates and industry trends to enhance support quality and efficiency.
• Other duties as assigned.

JOB SPECIFICATIONS:

• High school diploma or equivalent required. Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• One to three years of experience in technical support or a customer service position with a technical focus is preferred.
• Familiarity with help desk and ticketing systems (e.g., JIRA, ServiceNow, HubSpot, Microsoft Dynamics) and Customer Relationship Management (CRM) software to log cases and track resolutions.
• Proficiency in standard office productivity tools (Microsoft Office, etc.) is also expected.
• Excellent analytical and problem-solving skills, with the capacity to think critically and logically to identify root causes and implement effective solutions.
• Outstanding verbal and written communication skills are required.
• Strong customer-centric mindset is essential.
• Good organizational skills with the ability to multitask and be detail oriented.
• Collaborative attitude and the ability to work effectively with a team.

PHYSICAL DEMANDS:

• Regularly required to sit, stand, and walk.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.