Technical Escalation Specialist

23 hours ago

Boston, Massachusetts, United States SimpliSafe Wireless Home Security Full time
About SimpliSafe

We're a high-tech home security company that's passionate about protecting the life you've built and our mission of keeping Every Home Secure.

We've created a culture here that cares just as deeply about the career you're building. Our no ego culture of collaboration and innovation enables those seeking their next challenge to find big opportunities and make a huge impact on the lives of all those we protect.

We don't just want you to work here. We want you to grow and thrive here.

We're embracing a hybrid work model that enables our teams to split their time between office and home. Our hybrid approach means we expect our teams to come together in our state-of-the-art office on two core days, typically Tuesday and Wednesday, to work together in person, and teams can choose where they work for the remainder of the week.

We all benefit from flexibility and get to use the best of both worlds to get our work done.

Why We're Hiring

We're growing and thriving. We need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

Job DescriptionTechnical Escalation Specialist Role

This role provides high-level technical assistance to our customers across the country. The Technical Escalation Specialist team is responsible for diagnosing and troubleshooting software/hardware problems in a timely manner, and providing an exceptional customer experience during every call.

This position requires walking customers through complex troubleshooting steps for hardware and software issues, and often includes assisting customers in the installation of specific applications and programs.

For more complex problems that require nuanced instruction, the Tech Specialist team will contact clients via phone and/or provide clear, written instructions and technical manuals.

We're building a team of empathetic technical experts who are capable of handling complex issues with a high level of urgency and care.

Responsibilities
  1. Diagnose, troubleshoot, and repair/debug complex product/service issues
  2. Respond to situations that first-line product support is unable to isolate/resolve
  3. Escalate more complex issues that point to potential hardware/software malfunctions to Engineering/Design teams
  4. Help to create new training materials and/or troubleshooting steps in order to address identified gaps in existing agent-facing content
  5. Assist in creating internal communication updates regarding identified problems and subsequent fixes
Requirements
  1. Bachelor's Degree in a related field and/or 2 years of experience in a technical role
  2. 1 year of customer service experience
  3. Strong aptitude for technical troubleshooting & root cause identification
  4. Exceptional critical thinking and problem-solving skills
  5. Persistence to see a problem through to completion
  6. Ability to prioritize tasks based on urgency and importance
  7. Excellent written and interpersonal skills
What We'd Love to See

Hands-on experience with Windows/Linux/Mac OS environments

Our Values

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We're committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences.

We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others.

If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact us.

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