Technical Customer Service Representative (Remote)

DescriptionThe Remote Technical Customer Care Representative (we call Brand Ambassador) provides customer and technical support for an award-winning company focused on infant wellbeing. The Remote Technical Customer Care Representative assists customers via phone, chat, e-mail, and SMS while meeting metrics including quality and customer satisfaction using empathy to engage and build rapport-communicating from the heart, as well as the head. What You'll Do Provide general customer service via phone, email, and chat, including order placement, order tracking, warranty returns, and product advice with a thoughtful, friendly, and empathetic tone for an award-winning brand focused on infant wellbeing. Owlet's innovative products including HD live-streaming monitors and the Smart Sock that tracks heart rate, oxygen levels, and sleep trends, alerting parents and caregivers via a connected base. Intelligent apps available on the iOS and Android platforms provide real-time notifications and historical data with insights into sleep behaviors and infant wellbeing. Troubleshoot and resolve issues including Wi-Fi connectivity, device setup, app setup, and configuration. Take ownership of customer issues and follow through to solve problems while exercising patience and willingness to provide assistance for simple and complex inquiries with positive energy. Convey knowledge, authenticity, and a commitment to excellent customer service.Qualities for Success: Dynamic Communicator-With the voice of our client, team members provide responsive, accurate, and authentic interactions. While resolving technical issues, they simplify the complex, breaking it down to make it understandable to those less tech-savvy-and maybe even sleep deprived. Empathetic- We know how a message is conveyed is equally important as what is said. By putting themselves in a new parent's shoes, our team members focus on the customer's experience and connect, human-to-human. Knowledgeable -Our team is constantly working on improving skills. When new products are released and apps are updated, they enthusiastically learn how to support new features, functions, and integrations to confidently resolve customer issues. No matter what the issue, no matter how complex, we are problem solvers who welcome and lean into challenges.Duties and Responsibilities includeCreate positive customer touchpoints using a friendly, respectful, and professional tone while exhibiting genuine empathyAccurately follow and comply with Health and Safety PoliciesMaintain discretion and confidentiality in all areas of data and proprietary informationProvide customer assistance with device installation and app setup and configuration on both iOS and Android platformsApply high-quality customer service guidelines, policies, and proceduresAssess customer problems, troubleshoot, and confidently remedy issues including network connectivity and device configurationEmbraces the commitment to customer service and nourishes brand loyaltyQUALIFICATIONS:HS Degree or equivalent required. Associate degree or some college preferred2+ years customer service experience required, experience in a virtual contact center a plus6+ months experience with problem-solving and complex troubleshooting in technical support or online Help Desk roleExperience with troubleshooting apps on both iOS and Android platforms preferredCommitted to providing excellent customer service and an elevated customer experienceAbility to collaborate with team members, contribute ideas, opinions, and skills toward the achievement of common goalsExcellent interpersonal skills; strong oral and written communication skillsPolite, friendly, warm, and courteous phone demeanorFlexible, adaptable, and willing to take on new challengesMicrosoft Office proficiency requiredTechnically savvy, including desktop platforms and mobile devicesExperience working with Bright Pattern or Zendesk (or a comparable customer service ticketing system) preferredAbility to work well under pressure in a fast-paced environment, adapting easily to changing prioritiesDetail-oriented with a focus on quality and accuracy, ability to multitask, astrong sense of urgency, and commitment to excellenceSelf-starter with strong initiative and able to work independentlyDue to the home-based nature of this job, the team member is required to have a secure home-office environment, internet access, USB headset, router, modem, and a computer system that meets VIPdesk Connect policies and maintenance requirementsAble to provide a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distractionCurrently reside in AR, AZ, DE, FL, GA, IL, IN, KY, MD, NC, NE, NJ, NM, NV, OH, SC, TN, TX, UT, VA, or WICompensation: $15.00 per hourBenefits 100% Remote/Work-from-Home Paid Time Off Medical, Dental, and Vision Insurance Flexible Spending Accounts Life Insurance, accident/critical illness insurance Growth Potential And MoreVIPdesk Connect is proud to be an equal opportunity employer, M/F/D/V We are an E-Verify employer.For more information, please click on the following links: E-Verify Participation Poster: English / Spanish E-Verify Right to Work Poster: English Spanish