Welcome to Blink: Where Technology Meets Customer Success
Blink is a pioneering company that specializes in wire-free, battery-operated smart home security cameras, providing peace of mind for homeowners when they are away. Our mission is to deliver exceptional customer experiences through innovative technology and dedicated support. We are now seeking a highly skilled and passionate Technical CS Associate to join our team and play a vital role in driving customer success.
About the Role
As a Technical CS Associate, you will be the primary point of contact for our customers, providing prompt, efficient, and detailed support via phone and email. You will work closely with our customer support teams to ensure a consistent and high-quality level of support, acting as a voice and advocate for our customers when something doesn’t feel right. Your technical expertise and passion for customer success will enable you to resolve complex issues, maximize customer investments, and drive projects that improve support-related processes.
Key Responsibilities
- Provide prompt, efficient, and detailed service by engaging directly with Blink’s customers via phone and email
- Work 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
- Actively seek 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 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, and you will be empowered to make a real impact on our customers’ lives.
About the Team
Our team is passionate about delivering exceptional customer experiences and is committed to providing peace of mind for homeowners. We are a dynamic and innovative team that values technical expertise, creativity, and a customer-centric approach. As a Technical CS Associate, you will be an integral part of our team, working closely with cross-functional teams to drive customer success and business growth.
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 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
Skills and Competencies
To be successful in this role, you will need to possess a unique combination of technical, business, and interpersonal skills. These include:
- Strong technical skills, with the ability to troubleshoot and resolve complex technical issues
- Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders
- Strong problem-solving and analytical skills, with the ability to think critically and creatively
- Ability to work in a fast-paced environment, with multiple priorities and deadlines
- Strong customer focus, with a passion for delivering exceptional customer experiences
- Ability to work independently and as part of a team, with a strong sense of accountability and ownership
Career Growth Opportunities and Learning Benefits
At Blink, we are committed to the growth and development of our employees. As a Technical CS Associate, you will have access to a range of training and development opportunities, including:
- Comprehensive training programs, designed to enhance your technical and business skills
- Opportunities for career advancement, with a clear path for professional growth and development
- Access to a range of tools and resources, including industry-leading software and technologies
- A collaborative and supportive work environment, with a strong focus on teamwork and knowledge-sharing
Work Environment and Company Culture
At Blink, we are proud of our dynamic and innovative work environment. Our company culture is built on a set of core values, including:
- A passion for customer success, with a strong focus on delivering exceptional customer experiences
- A commitment to innovation, with a willingness to think outside the box and try new things
- A collaborative and supportive work environment, with a strong focus on teamwork and knowledge-sharing
- A culture of continuous learning, with a strong emphasis on professional growth and development
Compensation, Perks, and Benefits
At Blink, we offer a competitive compensation package, with a range of perks and benefits, including:
- A competitive salary, with opportunities for bonuses and incentives
- A comprehensive benefits package, including health, dental, and vision insurance
- A range of perks, including flexible working hours, remote work options, and access to industry-leading software and technologies
- A collaborative and supportive work environment, with a strong focus on teamwork and knowledge-sharing
Conclusion
If you are a highly skilled and passionate Technical CS Associate, with a strong focus on customer success and technical expertise, we encourage you to apply for this exciting opportunity. At Blink, we are committed to delivering exceptional customer experiences, and we believe that you have the skills and passion to help us achieve our goals. Don’t miss out on this fantastic opportunity to grow your career and make a real impact on our customers’ lives. Apply today!
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