OLOID
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