Job Number: 2178785

Senior Support Specialist

Mountain View, CA

100K-120K

Who We Are:

Our client develops robot-powered tools for the modern construction workforce.

What You'll Do:

You have the opportunity to become part of a world-class customer success organization being built from the ground up, within a fast-growing construction robotics company delivering a product that revolutionizes the construction process.

In your role as Senior Support Specialist, your mission is to assist in developing and maintaining a support organization for our clients to help ensure that customer issues are resolved promptly and with care. You will be the first point of contact for customers and partners, as well as internal customer success managers. You will develop an expert understanding of the troubleshooting process and resolve any technical questions about the system's capabilities. As a player-coach you will initially be the sole member of our support team; in that capacity, you will have individual responsibility for handling support tickets and inbound customer calls, as well as assisting in developing support processes and methods.

Responsibilities:

Triage, manage, and resolve incoming support requests from customers

Assist in development best-in-class service and support processes, systems, and tools

Diagnose and troubleshoot technical issues

Track and report support and technical issues

Ensure that all support requests are handled in a timely and professional manner

Manage support escalations and ensure that issues are resolved to the client's satisfaction

Provide light technical support as needed, including troubleshooting and debugging

Develop and implement knowledge base for our CRM system

From mechanical design to electronics, firmware, and front-end software -- become an authority expert in each of these parts of the system, and use this expertise to diagnose problems

Qualifications:

~2 years of experience in customer service or support with external facing clients

Strong technical skills and knowledge, including experience with Windows and iOS operating systems

Excellent communication skills, both verbal and written

Strong problem-solving and troubleshooting skills

Experience with CRM and ticketing systems

Ability to work flexible hours

Some Linux or Windows command-line experience is a plus

Preferred: team lead experience

Local to SF Bay Area

Why You Should Join:

Offer unlimited vacation policy, a 401k with employer match, reasonable work hours, and flexible schedules. We know that our best work happens when we feel well-rested and capable of focusing all of our energy on making Dusty successful!

About Nelson Connects:

If you're looking for a new opportunity, the recruiting and staffing experts at Nelson Connects can help. We work with companies of all types and sizes across all industries. We help people like you find exciting roles with employers ranging from Fortune 100, government, and nonprofit organizations to local businesses, industry leaders, and the most agile start-ups. The candidates we work with appreciate our responsive approach, genuine relationships, and exceptional service. With a commitment to transparency, authenticity, and credibility, we look forward to our jobs every day, and we're excited to help you find the job you've been looking for.

Pay Transparency: Nelson Connects provides pay transparency by placing salary ranges in all job postings in accordance with state and local regulations. We are committed to communicating pay clearly throughout the employment process.

California Fair Chance Act and Beyond: Qualified applicants with criminal histories will be considered for employment in accordance with applicable regulations. We will consider qualified Applicants for employment, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and CA Fair Chance Act.

Temporary Associate Benefits Offered: Weekly benefits offered include Medical, Dental, Vision, HSA, EAP, Life AD&D, STD, Commuter FSA, + state mandated benefits.

EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services, or any other classification protected by law.