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$20-25/hour
1 Emerald St, Norwalk, CT 06850, USA
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ShareWhy Work Here? WAVE is on a mission to end drowning. We are revolutionizing the job of lifeguards & pool operators giving them tools to save lives! Position Summary: The Technical Customer Support Specialist oversees the intake and resolution of customer support tickets related to WAVE’s proprietary life safety systems. This role handles all general inquiries as well as providing T1 technical support and general recommendations to our customer base. The ideal candidate will ensure timely, efficient service delivery while maintaining high standards and customer satisfaction. Key Responsibilities: Manage customer support inquiries via multiple channels, including phone, email, chat, and social media, ensuring timely and efficient resolution of issues. Collaborate closely with the sales, product development, and engineering teams to address customer feedback, product bugs, and feature requests. Maintain and update the knowledge base, including troubleshooting guides, FAQs, and other support documentation. Submit warranty orders and issue RMAs as needed. Utilize CRM to log detailed notes on customer issues and interactions. Effectively prioritize incoming tickets to ensure Service Level Agreements are met. Collaborate with management to identify bottlenecks and streamline ticket handling processes. Qualifications: Knowledge of computer networking, such as IP addresses, DHCP leases, and Wi-Fi troubleshooting. Experience in technical or customer support, preferably with networked devices or facilities management. Proficiency with CRM (Hubspot, Airtable) or other customer support ticketing and scheduling software. Reliable transportation to and from our Pearl Street office in Norwalk Excellent communication and interpersonal skills. Detail-oriented with strong organizational and time management skills. Customer-focused mindset with commitment to service excellence. Ability to manage multiple priorities and deadlines effectively. Knowledge of Linux-based operating systems a plus Experience as a lifeguard is a plus. What We Offer: Paid Time Off Paid Holidays Real-world experience in a dynamic and fast-paced life safety tech environment. Mentorship from experienced professionals and direct interaction with senior leadership. A collaborative and inclusive work environment. The opportunity to shape the field of Aquatics Safety. About WAVE Drowning Prevention Systems: WAVE Drowning Prevention Systems is on a mission to end drowning. The company is revolutionizing the job of lifeguards, giving them tools that make their job far more engaging and ensuring they intervene long before incidents turn into drownings. WAVE is the first truly reliable, affordable, and easy-to-deploy technology that dramatically reduces the risk of drowning. We offer a dynamic and supportive environment where employees can grow, learn, and make significant contributions. Equal Opportunity: WAVE provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
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10708 Perrin Beitel, San Antonio, TX 78217, USA