技术支持专员
Technical Support Specialist
关于 Whisker Labs：
我们致力于拯救生命和财产，通过 Ting 引领智能家居技术与火灾预防的新浪潮。这款智能传感器和管家服务可监控家庭的电力网络，以检测通常导致最严重和灾难性火灾的电气隐患。在防止家庭内火灾的同时，Ting 还可监控电网，提高社区火灾安全并减少火灾带来的环境影响。我们正以领先的技术解决长期未被满足的电气火灾预防领域，并开启增长的新阶段。了解更多请访问。
职位描述：
在这个全职职位中，你将发挥重要作用，支持 Ting 客户并确保顺畅可靠的客户体验。理想的候选人具备技术好奇心、客户导向意识和高度参与感，拥有良好的沟通和解决问题的能力，以及跨团队协作的能力。你的职责将涵盖客户支持、技术故障排除、文档编写、测试和其他运营需求。
技术支持专家将向客户关怀经理汇报，支持客户关怀团队的日常技术和运营需求。你将与客户和跨职能团队紧密合作，识别、排查、记录并帮助解决技术问题。你将加入一个由经验丰富的商业领袖、软件工程师和数据科学家组成的团队，致力于让世界变得更安全、更高效。欢迎加入我们！
工作职责：
- 通过电话和电子邮件为 Ting 客户提供支持
- 编写并维护清晰、简洁且准确的内部和外部文档
- 担任联络人，确保所有客户和合作伙伴的顺畅运营和服务交付
- 识别、报告并记录技术问题，以及时隔离和解决问题
- 协助工程团队进行软件和硬件测试
- 排查问题的根本原因
- 执行其他所需的工作任务
任职要求：
- 相关领域的副学士学位或有效（最新）认证
- 在技术支持或客户支持岗位有 2 年以上工作经验
- 愿意并能够作为团队成员参与轮班工作，包括夜间、周末和节假日
我们提供的福利：
查看英文原文
About Whisker Labs:
We’re on a mission to save lives and property, leading the next wave in smart home technology and fire prevention with Ting. This intelligent sensor and concierge service monitors a home’s electrical network to detect electrical hazards that often lead to the most devastating and catastrophic fires. While on the job preventing fires inside a home, Ting also helps monitor the electrical grid, contributing to increased community fire safety and reduced environmental impact that comes with fire reduction. We’re steadfastly addressing the long-underserved realm of electrical fire prevention with leading-edge technology and embarking on the next stage of our growth. Visit for more information.
About the Role:
In this full-time role, you’ll play an important part in supporting Ting customers while helping ensure a smooth and reliable customer experience. As an ideal candidate, you’re technically curious, customer-focused, and fully engaged, with strong communication and problem-solving skills and the ability to collaborate across teams. Your responsibilities will span customer support, technical troubleshooting, documentation, testing, and other operational needs.
The Technical Support Specialist will report to the Customer Care Manager and support the day-to-day technical and operational needs of the Customer Care Team. You’ll work closely with customers and cross-functional teams to identify, troubleshoot, document, and help resolve technical issues. You'll be joining an experienced team of business leaders, software engineers, and data scientists seeking to make the world a safer and more efficient place. Come join us!
Job Duties:
- Provide support to Ting customers by phone and email
- Create and maintain clear, concise, and accurate documentation for internal and external use
- Act as liaison to ensure smooth operations and service delivery to all customers and partners
- Identify, report, and document technical issues to help isolate and resolve issues in a timely manner
- Support the Engineering team with testing software and hardware
- Troubleshoot issues down to the root cause
- Perform other duties as required
Requirements:
- Associate's degree or valid (up-to-date) certification in a related field
- 2 years' work experience in a technical support or customer support role
- A willingness and ability to participate as a member of a team in a rotating schedule, including nights, weekends, and holidays
What We Offer:
- Competitive salary + equity
- Freedom - ability to make, own, and carry out decisions
- 401k and match, Health, dental, and vision insurance
Ting Labs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Originally posted on Himalayas