Technical Support Representative
Dropcam - San Francisco, CA

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About Dropcam Dropcam is the next great gadget startup out of Silicon Valley. We make cloud cameras: set up a Dropcam camera in your home or business, and you can watch it from anywhere in the world on a PC, Mac, iPhone, or Android. Your Dropcam can alert you when it detects motion or sound, and an optional DVR recording service archives up to 1 year of video for each camera in the cloud. People are using Dropcams to keep an eye on their homes, kids, pets, elderly parents, restaurants, stores, cattle ranches, and more hellip; we learn about new use cases all the time!

Dropcam is located in San Francisco, CA About the Job Our support team needs your help. You°ll be responsible for assisting users who have trouble setting up their Dropcams as well as identifying, organizing, and presenting information about customer issues and bugs. Our users are non-technical, so you°ll need great listening and communication skills to diagnose problems and provide step-by-step solutions via phone calls and emails. You will also need the patience of a saint.

We want you to become an expert on our product, and that means you°ll also have to know Windows, OS X, iOS, and Android. If you think you have what it takes, we°d love to hear from you! Please include a brief (1 paragraph max) cover letter with your submission. Responsibilities Provide amazing service to Dropcam users Successfully troubleshoot and resolve customer issues over email or phone Master our internal support tools Quickly become an expert on the Dropcam product Effectively communicate with technical and non-technical users Identify and evaluate opportunities to increase sales, customer retention, and satisfaction Keep customer support queues low and maintain a steady support pace Organize and contribute to a knowledge base of customer issues and solutions Assist with other customer service tasks as assigned Requirements 1-2 years of customer service experience, especially technical support Committed to providing superior customer service in an enthusiastic manner Demonstrate excellent soft skills, friendly and likable Must empathize with customers and their needs, especially if they are frustrated or angry Proven ability to communicate complex technical information to non-technical people Must be very detail-oriented, organized, and able to use multiple systems appropriately Ability to learn quickly and maintain a high level of productivity and quality Must exhibit flexibility when day-to-day tasks are adjusted due to business needs Excellent written and verbal communication skills Expert in the use of at least two of the following operating systems: Microsoft Windows, Mac OS X, iOS, Android Ability to think outside of the box and find creative ways to solve customer problems Preferred Previous start-up experience Online CRM experience (i.e., Zendesk, Salesforce, Right Now, LivePerson, etc.) How to Apply Please apply through this page, including a cover letter and resume.

Please fill out the four support questions as if you were sending an email or talking with a real customer. Applications that do not fill out the support questions will not be considered. You are welcome and encouraged to review Dropcam°s help pages for tips in preparing your answer.