Technical Customer Support Specialist

1 week ago

London, United Kingdom Afero Full time

**Technical Customer Support Specialist**:
Afero's Customer Enablement (ACE) team's mission is to enable our customers to be successful. We are looking for a passionate and motivated technical customer support specialist. This position is initially remote, but with the flexibility of 1-2 days per week in the office when required.

**Responsibilities**:

- Field Tier 3 customer support escalations, including performing customer callbacks
- Plan and run training for Tier 1 and 2 specialists
- Write knowledge-base articles
- Participate in the product development process
- Organize and run friendly-user trials
- Assist QA in testing and verifying product operations

As a Tier 3 technical support specialist your day-to-day responsibility will be handling the most difficult or advanced problems raised in the support system by lower tiers. Afero provides Tier 3 support to our customers and they provide Tier 1 and Tier 2. When the Tier 1 and/or Tier 2 technicians fail to discover the proper solution they will escalate to Tier 3 from a customer support portal that generates tickets.

You will be responsible for managing trouble tickets when they are filed, triaging the problem, identifying the cause, and responding to the ticket in a timely manner. For issue resolution you will be using a number of in-house tools and have direct access to the Afero QA and Engineering teams. For some issues, you may be required to directly contact the end customer by phone to resolve their problem. This will require you to communicate clearly and professionally.

You will work closely with our customer's customer care staff and identify ways to improve customer care operations, and reduce escalations to Tier 3. This will include training of Tier 1 and 2 reps, creation and revision of knowledge base articles or tip sheets, and any other ideas you can create to help.

In addition to the Tier 3 support, you will provide valuable input to the product development process by being the voice of the customer, to assist in new feature development, refinement of current features, or highlighting and helping to prioritize problems that need to be fixed. This will include testing of pre-launch products to verify functionality, assisting in running friendly user trials, and reporting issues found.

**Minimum qualifications**:

- Prior technical technical customer support experience or a qualification in engineering, computers, or similar.
- Knowledge of the smart home market, iOS, and Android operating systems.
- Ability to understand and communicate technical concepts to a variety of audiences, including non-technical ones.
- Excellent communication skills.
- Ability to communicate fluently in spoken and written English.
- Interest in solving problems and promoting smart products.
- Must have the right to work legally in the United Kingdom and not require a work visa.

**Preferred qualifications**:

- Technical degree, Bachelors or Masters.
- Direct experience in a technical Tier 3 customer support role or managing customer support staff.
- Experience working with engineering teams.
- A role as in Quality Assurance.
- Ability to communicate in French, Polish, Romanian, Spanish, or Portuguese fluently as well as English.
- Ability to solve technical problems

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