Technical Support Representative - Mcclellan, United States - Luxer One

Description

At Luxer One, we're on a mission to relentlessly improve the way the world receives
goods We design and deploy package locker solutions for retail, office, universities,
as well as apartment complexes throughout the US and Canada. We are committed to
making life simpler by automating package acceptance and solving the complete
package problem. We integrate best in class hardware and state of the art software to
create the best user experience.

We are seeking an experienced representative to join our team in the Technical Support
Representative role.

Job Description:
Our Technical Support team is committed to providing top-quality customer service.
This role is focused on developing our people by building proud, dynamic teams while
helping representatives reach their personal and professional goals.
In this role, you will respond to requests from property management staff through
various channels, including phone, email, and chat. This role will involve in-depth
knowledge of the Luxer One package acceptance systems.

What you'll do:

• Responding to phone calls, emails, and online chats from property managers and field technicians
  
• Remotely troubleshooting systems using a computer interface
  
• Reviewing and following up on CRM tasks
  
• Projects as assigned by management
  
• Assisting field technicians with questions while they are in the field performing repairs.
  
• Successfully identifying the root cause of a problem, recommending solutions, and implementing those solutions in a locker system.
  
• Creating field technician job scopes and coordinating the visit with parts shipped
  
• Working within a team to manage workload and daily activities
  
• Fully understand how to Install, configure and troubleshoot Luxer lockers, hardware & software
  
• Ability to take on new tasks and learn new technologies in a fast-paced work environment.
  
• Applying knowledge and understanding of routers/switches/firewalls
  

Requirements

Who you are:

• Candidates must have strong technical support experience (1-3 years of direct technical support experience).
  
• Possess a degree in a technical field or progress towards a degree in a technical field preferred
  
• Strong knowledge of the iOS ecosystem
  
• Strong communication skills, both verbal and written
  
• Troubleshooting, problem-solving, and multi-tasking skills
  
• Passionate and incredibly driven with stellar computer skills
  
• Excellent time management skills, including the ability to multitask, organize and prioritize
  
• Able to research and grasp information across multiple tools while speaking with clients
  
• Positive attitude, friendly, self-starter who can help take initiative, solution driven, adaptable, flexible, passionate and empathetic.
  

NOTE: This position may allow for remote work, when assigned, and require the
utilization of remote audio and visual tools.

Benefits

• You'll have opportunities to advance. We're fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow.
  
• As "Luxens," we celebrate one another's differences and ideas. We're proud of our culture of diversity and inclusion - and, we have programs that bring us together on important issues and provide educational opportunities for all employees.
  
• We're there for you - 401k with matching, generous PTO, flexible work arrangements, and excellent medical, dental, and vision - we've got you covered