Responsibilities:

• Provide technical support via email and chat in a professional and efficient manner
• Troubleshoot product issues and guide customers through solutions step-by-step
• Identify whether an issue is related to the bulb, app, connectivity, setup, or user configuration
• Ask the right questions to understand and diagnose the problem
• Follow troubleshooting procedures while also using good judgment when the situation isn't covered by a standard process
• Document customer interactions and troubleshooting steps clearly
• Escalate complex or unresolved technical issues when necessary
• Provide a positive, patient, and professional customer experience
• Manage multiple conversations efficiently while maintaining accuracy and quality

Requirements:

• Excellent English communication skills (at least C1 for both spoken and written)
• At least 1 year of experience in technical customer support role
• Previous video support experience would be a plus
• Tech-savvy mindset
• Strong troubleshooting and problem-solving skills, with the ability to investigate issues and find effective solutions
• Critical thinking and strong common sense, with a practical and analytical approach to resolving customer issues
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Benefits:

• Flexible schedule
• Opportunity to cooperate fully remotely
• Inclusive international environment
• Compensation in USD
• Balance between project workload and personal time
• Responsive leadership interested in your development
• Greenhouse conditions for self-development
• A culture built on trust, with no time-tracking requirements

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