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Customer Support Specialist

2 months ago

Orlando Florida, United States Oxa Full time
About Oxa

Oxa is a pioneering technology company that is revolutionizing the transportation industry through the development of autonomous vehicles. Our mission is to create a safer, more efficient, and more sustainable transportation system.

Job Summary

We are seeking a highly skilled and experienced Customer Support Specialist to join our Support team. As a Customer Support Specialist, you will play a critical role in delivering exceptional technical support and guidance to our customers. You will be responsible for troubleshooting, diagnosing, and resolving customer issues, while ensuring an outstanding level of customer satisfaction.

Key Responsibilities
  • Provide technical support and resolve customer requests in a timely and effective manner.
  • Qualify incoming requests, including technical issues, questions, and requests.
  • Prioritize requests with the appropriate level of urgency and follow the appropriate procedure to address them.
  • Diagnose and troubleshoot software, hardware, and network issues.
  • Guide customers through diagnostic and resolution procedures in a clear and concise manner.
  • Collaborate with different internal teams to identify and resolve issues.
  • Provide feedback on customer needs and product enhancements.
  • Develop and maintain a deep understanding of the company's products and services.
  • Document customer interactions, issues, and solutions for future reference and knowledge sharing.
  • Create and maintain customer FAQs and Knowledge Base articles.
Requirements
  • Recent experience in technical support, customer service, or a similar role.
  • Experience diagnosing and debugging complex systems.
  • Familiarity with Linux/Unix environments and CLIs.
  • Outstanding problem-solving and analytical skills.
  • Strong communication skills, both verbal and written, with an ability to explain complex technical issues in simple terms.
  • Customer-oriented attitude with a passion for providing exceptional service.
  • Ability to work independently and collaboratively, and manage multiple priorities in a fast-paced environment.
  • Willingness to work in different shifts and participate in on-call schedules.
Benefits
  • Competitive salary, benchmarked frequently.
  • Hybrid working arrangements.
  • PTO 25 days.
  • United Healthcare Medical Insurance - we cover 95% with 5% employee contribution.
  • 401k Retirement plan with Safe Harbour.
  • Life Assurance.
  • AD&D Insurance.
  • Short and Long Term Disability Insurance.
  • Dental and Vision - Fully funded for you and Oxa will contribute 50% of costs for dependants.