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Customer Support Specialist
2 months ago
Evolv Technologies Holdings, Inc. is seeking a dedicated Customer Support Specialist focused on Technical Solutions. In this role, you will engage with clients, partners, and field service technicians, serving as a reliable consultant for Evolv's innovative technology. Our mission is to ensure safety across various environments, including educational institutions, healthcare facilities, and entertainment venues.
Your Contributions:
Initial Responsibilities (First Month):
- Participate in comprehensive training programs to familiarize yourself with our products.
- Engage in technical training sessions to build your expertise.
- Gain a solid understanding of our offerings and common issues to effectively assist customers.
- Collaborate with the support team to address customer inquiries.
- Aid in scheduled remote system updates and maintenance tasks.
Progressive Goals (First Three Months):
- Become an active contributor to support ticket resolution, managing routine issues independently.
- Develop proficiency in diagnostic tools and procedures for efficient problem-solving.
- Identify and escalate complex issues requiring advanced troubleshooting.
Long-Term Objectives (End of Year):
- Establish yourself as a trusted resource for resolving frequent support challenges and responding to requests effectively.
- Provide support for Evolv security systems and related products, including integration with third-party security applications.
Key Responsibilities:
Technical Proficiency:
- Demonstrate adaptability and resourcefulness in diverse field scenarios.
Technical Expertise:
- Exhibit a deep understanding of magnetic sensors, wiring diagrams, and IoT-connected devices.
- Utilize service platforms to manage and resolve technical issues efficiently.
Problem-Solving Skills:
- Accurately diagnose and resolve technical challenges in real-time.
- Implement solutions that address root causes to prevent recurrence.
Analytical Skills:
- Draw sound conclusions from incomplete or ambiguous data.
- Apply logical reasoning to develop effective solutions.
Communication and Collaboration:
- Clearly communicate complex technical concepts to clients and partners.
- Maintain open communication with all stakeholders.
Customer Relationship Management:
- Provide exceptional support, anticipating and addressing client needs proactively.
- Build and sustain trust-based relationships with customers.
Documentation and Record Keeping:
- Maintain detailed records of technical issues and resolutions within the support platform.
- Keep comprehensive logs of customer interactions and issue tracking.
Resilience and Adaptability:
- Stay composed in high-pressure situations, demonstrating persistence until resolution.
- Effectively prioritize tasks and adapt strategies in a dynamic environment.
Continuous Learning:
- Embrace a growth mindset, seeking opportunities for personal and professional development.
- Stay informed about the latest technologies and industry trends to enhance service quality.
Team Dynamics:
You will be part of a collaborative Technical Support team, reporting to the Technical Support Manager. Our team culture emphasizes trust, collaboration, and continuous development, fostering an environment of kindness, authenticity, and enthusiasm.
Compensation and Benefits:
The annual salary for this full-time position is competitive, with eligibility for overtime pay for hours exceeding the standard workweek. Our compensation packages include equity, flexible work arrangements, medical and dental insurance, a 401(k) plan, and an unlimited vacation policy. We are committed to diversity and inclusion in the workplace, ensuring equal opportunities for all candidates.
