Technical Support Representative

Position Overview

We are seeking a knowledgeable and customer-focused Technical Support Representative to provide exceptional support for smart home and security products, including Ring devices, Amazon products, and doorbell camera systems.

The ideal candidate has strong technical troubleshooting skills, experience supporting connected devices, and the ability to guide customers through installation, setup, and issue resolution. Experience with Ring products, Amazon devices, and home security technology is highly preferred.

Key Responsibilities

• Provide technical assistance via phone, email, and chat.
• Troubleshoot issues related to Ring devices, Amazon products, video doorbells, cameras, and smart home systems.
• Assist customers with installation, setup, configuration, and device connectivity.
• Diagnose Wi-Fi, mobile app, account access, and hardware-related issues.
• Escalate complex issues to the appropriate teams when necessary.

• Deliver outstanding customer service and ensure customer satisfaction.
• Educate customers on product features, functionality, and best practices.
• Document customer interactions accurately in the CRM or ticketing system.
• Follow up on unresolved cases and provide timely updates.

• Maintain accurate records of troubleshooting steps and resolutions.
• Contribute to knowledge base articles and process improvements when applicable.

Qualifications

• At least 2 years of experience in Technical Support, Help Desk, Customer Support, or a related role.
• Experience supporting Ring products, Amazon devices, smart home technology, or home security systems is highly preferred.
• Experience troubleshooting doorbell cameras, security devices, and IoT products is an advantage.

• Strong technical troubleshooting and problem-solving skills.
• Excellent verbal and written English communication skills.
• Knowledge of Wi-Fi networks, device connectivity, and mobile applications.
• Ability to explain technical concepts clearly to non-technical users.
• Strong attention to detail and customer-focused mindset.

• Experience in a BPO, contact center, or remote support environment.
• Familiarity with CRM and ticketing systems.
• Knowledge of Ring, Amazon Alexa, Echo devices, and smart home ecosystems.

• Customer Satisfaction (CSAT)
• First Call Resolution (FCR)
• Average Handle Time (AHT)
• Quality Assurance (QA) Scores
• Ticket Resolution Time
• Adherence to Service Level Agreements (SLAs)