DescriptionDo you have a reputation of being highly technical? Are your peers in awe of your Customer Service skills and troubleshooting skills? Do you have an innate passion for driving Customer Success through critical thinking and creative approaches? If so, then Blink’s Customer Service (CS) Technical Support team would like to talk to you!Hours are Mon-Fri 7:00-3:30pm EST.Excellent verbal and written communications skills required in both English and French required.Must have a reliable broadband internet connection, either through DSL, cable, or fiber-to-home. A minimum contracted internet speed of 5 mbps download and 2.5 mbps upload speed, and access to a wired internet connection.Key job responsibilities
Providing prompt, efficient, detailed service by engaging directly with Blink’s customers via phone and email
Working with other customer support teams to ensure a consistent and high-quality level of support
Being a voice and advocate for our customers when something doesn’t feel right
Working with customers to understand how they use Blink’s products to resolve their issues and maximize their investments
Acting as an advocate for our customers by reporting and acting on observed areas for improvement
Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
Assisting with customer communication during Blink’s critical launches and support events
Working across the customer service spectrum to ensure a consistent and highest-quality level of support
Developing detailed knowledge about specific product lines and features
Driving projects that improve support-related processes
Supporting Blink Subscription service
A day in the lifeAs a Technical Support Associate in the CS/Technical Support team, you’ll work on problems at a deep technical level not normally experienced in a typical consumer environment. You will support our Home Security product suite and help customers navigate their own home networking and mobile device configurations. In addition to solving issues for customers and partners, you’ll be a key player recommending product changes, documenting solutions, and automating log analysis. This position affords a lot of personal growth opportunity.About the teamOur mission is to provide peace of mind for home owners while they are way from home using our wire-free, battery-operated smart home security cameras.Basic Qualifications
3+ years of customer service experience
Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
2+ years of experience in technical support that is focused first and foremost in customer success
2+ years of experience supporting consumer WiFi / Mesh networking platforms (Linksys, D-link, Google WiFi, ASUS)
2+ years working with of Firewall configurations, parental controls, and commonly enabled features associated with service provider modems/routers and services 1+ years providing technical support for mobile devices and platforms (iOS, Android)
Ability to work remotely
Excellent verbal and written communications skills required in both English and French
Must have a reliable broadband internet connection, either through DSL, cable, or fiber-to-home. A minimum contracted internet speed of 5 mbps download and 2.5 mbps upload speed, and access to a wired internet connection.
Preferred Qualifications
2+ years of customer service experience
A drive to dig into the details of a system or process to solve customer problems
Ability to document technical customer issues into notes that are consumable by other users
Technical curiosity and excitement to learn new technologies and help customers succeed
Excellent oral and written communication skills
Proven success in a fast paced support environment
Experience using Zendesk CRM
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
