Technical Support

Apply; Lehi, Northern (UT, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Weave is seeking a customer support representative to assist customers with the basics of using our product. You will triage, direct, and manage requests for product and technical support, partnering with peers and other teams to resolve issues promptly while delivering superior service.

Onsite training is provided at our Lehi, UT headquarters. This is a full-time role (40 hours, Monday–Friday, 6am–6pm) reporting to Technical Support Leadership, with a focus on delivering an outstanding customer

Qualifications

• At least 1 year in customer support or help desk.
• Excellent phone and written communication skills.
• Strong ability to troubleshoot basic tech issues.
• Ability to learn and adapt quickly in a fast-paced environment.

Responsibilities

• Handle inbound customer calls and inquiries.
• Follow up with customers via outbound calls and emails.
• Troubleshoot basic product issues.
• Deliver an exceptional customer experience.
• Collaborate with peers and other teams to resolve problems.

Skills

Customer support

Phone communication

Written communication

Tech-savvy

Fast learner

Teamwork

Tools

Web browsers

Spreadsheets

Text documents

Job description

Weave Support is the lifeblood of customer retention! Our support representatives go above and beyond to ensure that we attend to every detail of our customers’ needs in order to resolve issues in less time and with the utmost level of satisfaction. Not only does our support team tackle every call and message with a personalized approach, but they also receive extensive amounts of training to become product experts and resolve concerns in a timely and efficient manner.

In this role, you will get to help our customers continually love Weave by being their superhero in answering the basics of how the Weave product works. We will train you on how to triage, direct, and manage customer requests for both product and technical support. You will partner with your peers and other teams to resolve customer problems in a timely, efficient manner while providing superior customer service.

• Training for this role is conducted onsite at our Lehi, UT HQ
• Full-time positions only (40 working hours between 6 am-6 pm M-F)
• Reports to: Technical Support Leadership

What You Will Own

• Communicate with customers via inbound phone calls.
• Provide follow up to customers via outbound calls and emails.
• Resolve issues with basic troubleshooting.
• Save the day for our customers by driving an amazing customer experience that makes our customers smile.

What You Will Need to Accomplish the Job

• Minimum of 1 year of Customer Support experience.
• Background and interest in technology: Must have solid computer skills and the ability to adapt and learn technology quickly.
• Strong phone presence and excellent written and verbal communication skills, as you will be communicating with customers through phone (primarily) and email channels.
• Ability to work in a fast-paced, busy Customer / Tech Support team.
• Experience working with browsers, spreadsheets, and text documents. Ability to troubleshoot and resolve basic customer issues.
• Must be hungry to learn, caring towards others, and creative in your problem-solving.

What Will Make Us Love You

• Previous Phone Support experience.
• Knowledge of network infrastructure and connectivity a plus.
• Passionate about helping the customer. Must be positive, attentive and demonstrate the ability to do what's necessary to get the situation resolved.

Employment with Weave is contingent upon the successful completion of a background check, conducted in accordance with applicable laws.

At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.

Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics.If you have a disability or special need that requires accommodation, please let us know.