Senior Technical Support Specialist

The Senior Technical Support Specialist will be the primary point of contact to Meeting Owl end-users, resellers, and potential customers through all customer support channels, including chat, email, phone and video. We are looking for an empathetic, enthusiastic self-starter, who is comfortable taking the initiative to deliver outstanding customer support. This role can be fully remote, but please note that the shift is Monday-Friday, 9am to 5pm Eastern.

What You’ll Do

• Willingness to become the technical support escalation expert of the Meeting HQ, which integrates with Microsoft O365 and Google Workspace.
• Become a Meeting Owl Pro, Meeting HQ and Whiteboard Owl expert. Maintain up-to-date and comprehensive knowledge of Owl Labs’ products, their features, and supported video conferencing platforms and calendaring systems.
• Communicate Owl Labs’ products features and benefits to potential customers, while answering all product questions and addressing their concerns.
• Own customer issues from start-to-finish, ensuring customers receive the fastest and easiest resolution to their issues. 
• Troubleshoot and resolve hardware and software issues while maintaining excellent customer support by using standardized tools, or seeking additional help or guidance from Engineering teams as necessary.
• Escalate interoperability issues to external support organizations in order to investigate solutions and ensure a high standard of customer success.
• Demonstrate customer relations skills and maintain a positive company and product image during all interactions.
• By extracting information through customer interactions, provide voice of the customer feedback and suggestions, and product troubleshooting feedback to the relevant teams.
• Collaborate with cross-functional engineering teams to fill out advanced privacy and security questionnaires for potential customers. 
• Log requests for new and updated knowledge base articles based on information learned by customer interactions, and input from subject matter experts.
• Handle escalations and assist with escalated cases.
• Mentor Technical Support Specialists.
• Assist Technical Support team with troubleshooting advanced technical issues.

Qualifications

• Experience with Microsoft Office 365 Admin Portal and calendaring tools.
• Passion for empathy and helping others be successful. 
• 5 years of experience in a Technical Support role.
• Bachelor’s Degree or equivalent experience preferred.
• Exceptional written and verbal communication skills required, with the ability to tailor custom messages.
• Passion for learning about and mastering new technology, including software and electronics.
• Ability to use your resources to troubleshoot technical problems, identify knowledge gaps, and quickly research and find answers to customer questions or issues.
• Must have the ability to work independently and manage time effectively.
• If remote, you must be motivated and thrive in a work-from-home or shared office space environment. Your work environment must have a strong internet connection and private space for taking phone and video calls.
• Dedication to solving problems and delighting customers with quick, empathetic, polite and efficient customer service.
• Familiarity with a CRM or ticketing system, and with standard business applications (Help Scout, Google Sheets, Google Docs, Excel, Word, etc.). 
• Experience with video conferencing technologies in a business setting.
• Experience setting up and troubleshooting Wi-Fi networks, or Wi-Fi connected devices a plus.

Bonus skills and certifications:

• Google Workspace Administration and calendaring tools
• Zoom Administration
• Microsoft 365 Certified: Enterprise Administrator Expert
• Microsoft Certified: Azure Administrator Associate
• Windows Powershell

The best candidates will share examples of:

• Grit & resilience.
• Empathy.
• Problem-solving.
• Work ethic.
• Drive.
• Curiosity.
• Teamwork & collaboration with peers/co-workers. 
• A measurable history of performance.
• Self-awareness & coachability.

Owl Labs is over 40% remote and headquarters are based in Boston, MA. This role can be either an on-site or remote position, and the shift is Monday-Friday, 9am to 5pm Eastern. Please specify in your application if you will be working remotely. Our team is currently working 100% remote due to COVID-19. 

Please submit a cover letter with your application explaining why you think you’d be a great fit as our Senior Technical Support Specialist.