Technical Customer Support Associate

Job Description

Are you known for your technical prowess and exceptional customer service skills? Do you have a passion for driving customer success through critical thinking and creative problem-solving? If so, Blink’s Customer Service (CS) Technical Support team at Amazon is looking for you!

Key Responsibilities

• Provide prompt, efficient, and detailed service by engaging directly with Blink’s customers via phone and email.
• Collaborate with other customer support teams to ensure a consistent and high-quality level of support.
• Act as a voice and advocate for our customers when something doesn’t feel right.
• Work with customers to understand how they use Blink’s products to resolve their issues and maximize their investments.
• Report and act on observed areas for improvement, actively seeking solutions to customer needs.
• Communicate trends to leadership and suggest innovative solutions on behalf of the customer experience.
• Assist with customer communication during Blink’s critical launches and support events.
• Develop detailed knowledge about specific product lines and features.
• Drive projects that improve support-related processes.
• Support Blink Subscription service.

A Day in the Life

As a Technical Support Associate, you’ll tackle problems at a deep technical level not typically experienced in a consumer environment. You will support our Home Security product suite and help customers navigate their home networking and mobile device configurations. In addition to solving issues for customers and partners, you’ll recommend product changes, document solutions, and automate log analysis. This position offers significant personal growth opportunities.

About The Team

Our mission is to provide peace of mind for homeowners while they are away from home using our wire-free, battery-operated smart home security cameras.

Basic Qualifications

• 3+ years of customer service experience.
• Ability to work a flexible schedule, including weekends, nights, and/or holidays.
• 2+ years of experience in technical support focused on customer success.
• Experience supporting consumer WiFi/Mesh networking platforms (Linksys, D-link, Google WiFi, ASUS).
• Experience with firewall configurations, parental controls, and commonly enabled features associated with service provider modems/routers and services.
• Experience providing technical support for mobile devices and platforms (iOS, Android).
• Ability to work remotely.
• Excellent English verbal and written communication skills.

Preferred Qualifications

• 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.
• Proven success in a fast-paced support environment.
• Experience using Zendesk CRM.

Amazon is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.