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Customer Support Specialist


OLOID stands at the forefront of physical identity management and automation, offering state-of-the-art passwordless and automation solutions for enterprises. OLOID’s objective is to establish a unified security framework by integrating with HR, IT, and various cyber and physical systems, thus enabling a unified digital identity across the organization and the day in the life of the deskless workers.

Headquartered in Sunnyvale, CA, OLOID is a fast-growing venture-backed by Dell Technologies Capital, Honeywell Ventures, Okta Ventures, and Emergent Capital.

Position Overview:

The Customer Support Specialist will be responsible for providing technical assistance and support to customers during the night shift hours. This role requires a strong technical background, excellent communication skills, and the ability to troubleshoot and resolve complex issues effectively.

Key Responsibilities:

  • Respond promptly to customer inquiries and technical support requests during the night shift.
  • Provide technical assistance and support for software, hardware, and network-related issues.
  • Troubleshoot and resolve customer issues remotely or via phone, email, or chat.
  • Identify and escalate priority issues to appropriate teams or levels of management as needed.
  • Document customer interactions, technical solutions, and troubleshooting steps accurately.
  • Collaborate with internal teams to resolve customer issues and improve product quality.
  • Stay updated on product features, updates, and troubleshooting techniques.
  • Maintain a positive, professional, and customer-focused attitude at all times.
  • Meet or exceed customer service and performance targets.

Required Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • Minimum 5 years of experience in a technical support or customer support role.
  • Strong technical knowledge of software, hardware, and networking concepts.
  • Excellent communication skills, both written and verbal.
  • Ability to effectively communicate technical information to non-technical customers.
  • Experience with ticketing systems and remote support tools.
  • Strong problem-solving and troubleshooting skills.
  • Ability to work independently and as part of a team.
  • Willing to work night shifts

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