Customer Success Technologist
San Mateo, CA
We are looking for a Customer Success Technologist to provide enterprise-level assistance to our customers. You will support our call center agents by providing helpful information, answering questions, and responding to complaints. You will diagnose and troubleshoot software and hardware problems and help our end consumers install our App to ensure their robotic devices are working properly and the consumers are satisfied with products, services, and features.
  • Subject Matter Expert on Ecovacs products on technical repair, functions and features. 
  • Be responsible for providing technical support for Ecovacs’ robots. 
  • Be the internal escalation point for customers experiencing unusual and unique technical issues in areas of product installations, product features, and use of Ecovacs s software/hardware.
Customer Success Technologist responsibilities include resolving connection issues, configuring Apps and using remote connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

responsibilities
  • Taking ownership of customer issues reported by call center agents and seeing problems through to resolution
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve device issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Identify, recreate and resolve escalated issues using existing guidelines and standardized tools or seeking additional help/guidance from other teams as necessary.
  • Assess and manage all escalated damage claims, as well as oversee the damage claim process within in the call centers.
  • Gather specific problem information and document problems from the symptoms provided, troubleshooting steps taken and whether the problem was resolved.
  • Proper utilization of CRM tools and systems.
  • Document all troubleshooting steps for escalations into a manual and update as necessary
  • Ensure all issues are properly logged in Zendesk and Prioritize and manage several open issues at one time
  • Process and inspect defective product returns as necessary.
  • Manage the escalation flow to ensure contact centers have all information needed to follow-up with the customer
  • Ensure customer satisfaction through end-to-end management of each escalation by maintaining service status, periodic reports and analysis with reference to escalations.
  • Set-up and prepare monthly and periodic reports highlighting escalations issues and trends.
  • Demonstrate customer relations skills and maintain a positive company image during all to interactions.
  • Contribute to team effort by accomplishing related results as needed.
minimum qualifications
  • Undergraduate degree required
  • Must have excellent problem-solving and communication skills
  • Must have a passion for helping others, for making things right in a customer facing environment and thrive in troubleshooting and solving operational and technical inquiries
  • The ideal candidate is a decisive, action-oriented individual who takes ownership of open issues and who has the ability to interface successfully with key stockholders throughout the organization
  • Experience in Technical Support, including help desk and/or customer call center environment; previous experience in a Hi-Tech environment, ideally B2C
  • Ability to troubleshoot problems, research and find answers to consumer questions.
  • Experienced in set-up, installation & Networks
  • Will also have an affinity and passion for new technology, wireless digital consumer products, all things electronic
  • Must be a team player who also works well independently
  • Must have ability to assess and provide proactive advice or solutions
  • The right candidate will thrive in a small company environment
preferred qualifications
  • Electronic & Electrical experience is highly desired.  
apply over e-mail