Customer Support Representative

*Company Overview:* Please make an application promptly if you are a good match for this role due to high levels of interest. bObsweep combines luxury living with whimsical family fun. As a pioneer Canadian - American company in robotics, bObsweep has cleaned millions of North American homes since 2011. Innovation and customer service are the two wheels that move bObsweep forward. bObsweep’s robots incorporate more than a decade of tireless R&D in the U.S. and Canada, and are protected by 100+ U.S. patents. *Position Overview:* We are seeking an ambitious, detail-oriented, and proactive individual to join our dynamic team for support and service excellence. *Responsibilities:* * Respond to support telephone calls and assist customers with technical issues. * Respond to support email. * Utilize company's ticketing system Zendesk, and help achieve company's goal in maintaining a maximum of 1 hour response time. * Demonstrating excellent phone etiquette in interactions with customers and colleagues. * Proactively volunteer to take on complex cases and resolve them promptly and professionally. * Work closely with support team, engineering team, and manufacturing to improve product reliability and customer experience. * Analyze incoming support tickets and evaluate trends, identify systemic issues and champion resolutions with engineering team and manufacturing. * Analyze incoming support tickets and evaluate the quality of case handling by Customer Service Representative, and providing constructive feedback and suggestions to team members. * Conduct thorough quality assurance assessments on tickets and case resolutions. * Assist in improving issue diagnosis processes within the team. * Create diagnosis flow charts and ensure it is followed by the CSR team. * Enhance and refine customer support templates. * Leverage Zendesk features to optimize automation and workflow efficiency. * Identify opportunities for upselling and apply appropriate techniques to enhance the customer experience. * Monitor customer sentiment of products, find root cause for issues, resolve issues where possible, and improve processes to prevent similar cases from happening again. * Collaborate with cross-functional teams to implement quality improvement initiatives. * Provide courteous technical training to team members to improve troubleshooting skills. * Document and track support tickets using a ticketing system (e.g., Zendesk). *Ideal Candidate:* While this position initially focuses on the responsibilities outlined above, it is expected that, upon successful completion of the probationary period, the candidate will be able to find better and new ways, and take on new projects to iteratively improve processes and customer experience. *Requirements:* * Strong computer literacy and willingness to learn about consumer robotics. * Proficiency in Microsoft Office applications and operating systems (Windows and macOS). * Experience troubleshooting hardware and software issues. * Familiarity with ticketing systems such as Jira, Remedy, or Zendesk (preferred). * Excellent problem-solving skills and keen attention to detail. * Strong verbal and written communication skills. * Ability to work independently and collaboratively within a team environment. * Prior experience in IT support (preferred). * Strong organizational skills. * Comfortable working with computers and spreadsheets. xmvmafu * Self-starter with a can-do attitude. Job Type: Full-time Pay: From $17.00 per hour Ability to Commute: * Henderson, NV 89014 (Required) Work Location: In person