Technical Support Specialist

Phiture; United States; Remote; USD 50,000 - 75,000; Full time

Job summary

Join a leading company in smart locker solutions as a Technical Support Specialist. You will play a critical role in troubleshooting technical issues and ensuring excellent customer service. Ideal candidates will have strong technical skills, experience in support roles, and a passion for helping users.

Benefits

Competitive salary and benefits package

Flexible work conditions including remote options

Opportunity for direct work with Engineering team

Qualifications

• Minimum 2 years of professional experience in technical support or similar roles.
• Knowledge of computer and IoT hardware, networks, and operating systems.
• Familiarity with cloud infrastructure concepts and support ticketing systems.

Responsibilities

• Triage, troubleshoot, and resolve technical issues related to smart locker systems.
• Provide support to field teams via email and ticketing systems.
• Document technical issues and solutions in the internal knowledge base.

Skills

Technical problem-solving

Customer service

Analytical thinking

Fluent in English

Education

Technical vocational training or equivalent experience

Job description

At Bloq.it, we’ve created the world’s leading smart locker solution. Solving online deliveries by enabling everyone to participate easily, reducing delivery costs and making them more sustainable.

We’re quickly expanding, and after growing at 1000% for three years in a row, we’re now the fastest-growing Smart Locker company in the world and one of the fastest growing scale-ups in Europe.

We're now looking for a new #bloqstar to join us as a Technical Support Specialist. We’re looking for someone who is knowledgeable in computer and IoT hardware, and is passionate about providing top-notch support to our users, clients and partners. We will empower you to be the first line of defense in resolving technical issues and ensuring our customers have the best experience possible with our smart locker systems.

What will be your responsibilities

• Triage, troubleshoot and resolve technical issues related to our smart locker systems;
• Provide local field support teams with troubleshooting steps and advice via email, chat messaging systems and/or support ticket replies (ticketing systems);
• Work closely with Engineering Support team and local Operational teams, to report issues, solutions and escalate complex issues to the appropriate teams;
• Document technical issues and solutions in the internal knowledge base system;
• Based on the experienced support process, provide feedback and suggest improvements to the product and its support process.

What are the requirements to join us in this position

• Fluent in English;
• Minimum of 2 years of professional experience in technical support or similar roles;
• Knowledge of computer and IoT hardware, electronics, TCP/IP networks and operating systems;
• Knowledge of GNU/Linux-based systems and being comfortable in working with the Linux shell command line interface (CLI) to troubleshoot issues and apply potential fixes;
• Familiarity with gathering and analysing system logs;
• Technical minded with strong technical problem-solving and troubleshooting skills;
• Excellent customer service skills and patience when dealing with not so tech savvy users;
• Comfortable working with technology, including hardware and software aspects;
• Critical and analytical thinking;
• Ability to work under pressure and manage multiple tasks at once;
• Available to occasionally work Portuguese bank holidays.

Extra Valued Skills

• French, German, Italian, or other 3rd language proficiency is a plus;
• Familiarity with some form of support ticketing systems;
• Familiar with cloud infrastructure concepts;
• Technical vocational training or equivalent experience;
• Previous work experience in a startup environment;

What will you get if you join us in this position

• The opportunity to join Bloq.it as one of the earliest support engineers, playing a critical role in ensuring our customers have the best experience possible.
• A dynamic and fast-paced work environment with a culture of innovation, collaboration, and continuous learning.
• The opportunity to work directly with our Engineering and Support teams, contributing to the ongoing improvement of our products and services.
• Competitive salary and benefits package, tailored to your experience and skills.
• Flexible work conditions, including a remote-friendly policy and a flexible schedule that allows you to balance your work and personal life.
• Monthly meetings in-person at our HQ Office in Lisbon, PT, giving you the chance to connect with the team and immerse yourself in our company culture.

If you're a technically minded individual with a passion for customer support and a desire to grow in a dynamic startup environment, Bloq.it is the place for you.

Join our team of #bloqstars and help us ensure that every user has the best possible experience with our smart locker solutions!