Customer Experience - Tier 1 Product Support

ZOLEO • Greater St. John's Metropolitan Area, CA • 2w ago

About ZOLEO:

Launched in 2020, ZOLEO is a rapidly growing leader in global messaging connectivity, earning multiple innovation awards and expanding its subscriber base at an impressive pace.

We’re committed to providing consumers and enterprise users with affordable, reliable global messaging and safety solutions that work seamlessly from the moment you leave cellular coverage until your return. With a familiar smartphone messaging experience that transmits over satellite, cellular, and Wi-Fi, we’re re-inventing global messaging—just the way it should be.

Are you ready to join an entrepreneurial company and help take it to the next level? Learn more at www.roadpost.com , www.bluecosmo.com , and www.zoleo.com .

Summary:

As T1 Product Support, you will be the first point of contact for ZOLEO, Roadpost and Bluecosmo customers, providing frontline technical troubleshooting and support for satellite wireless voice and data communication products and services. You will assist customers across multiple channels, including phone, live chat, and tickets, diagnosing and resolving connectivity issues, device activation failures, network provisioning challenges, and configuration concerns.

You will guide users through setup, provisioning, network settings, and optimal usage of our products and services, ensuring a smooth customer experience while escalating more complex technical issues to Tier 2 Product Support.

This role plays a key part in customer satisfaction and retention by delivering clear, accurate, and efficient technical assistance while adhering to Service Level Agreements (SLAs).

This position reports to the Team Lead, Customer Experience and operates in a hybrid work environment

Shift times vary and will generally fall between the hours of 5am to 12 midnight local time. Shift times will be assigned upon hire and are subject to change.

Key Responsibilities:

Frontline Technical Support: Provide Tier 1 support via live chat, email, and phone, assisting with network connectivity, device activation, provisioning, and configurations for satellite communication products.
Technical Issue Resolution: Diagnose and troubleshoot various issues including signal acquisition, firmware updates, and service disruptions, ensuring timely solutions or escalation to Tier 2 when necessary.
Ticket Ownership: Manage and track support tickets from initial contact to resolution, ensuring clear communication and follow-through.
Customer Guidance: Assist users with setup, optimization, and best practices, enhancing product performance and user experience.
Continuous Learning: Stay up to date on product developments, troubleshooting techniques, and industry advancements. Proactively engage on escalated tickets for new learnings. Proactively provide feedback to support various product or process improvements
Performance & Collaboration: Meet SLAs, quality benchmarks, and productivity goals while engaging in training, team meetings, and process improvements.
Customer-Centric Approach: Ensure every interaction is professional, accurate, and solution-focused, fostering trust and long-term satisfaction.
After hours: After hours, weekend, and holiday coverage will be required as business needs fluctuate.

Qualifications & Skills:

Technical Aptitude: Comfortable working with wireless and satellite communication technologies, with a strong desire to learn and grow in the industry
Experience: 1-2 years in a customer support, or technical support role, preferably in the wireless communication or satellite industry.
Education: Post-secondary diploma or equivalent experience.
Communication: Strong verbal and written skills, personable, and solution-oriented in providing clear explanations to customers.
Problem-Solving: Resourceful, analytical, and skilled in troubleshooting technical issues.
Customer Focus: Ability to handle challenging customer inquiries, ensuring positive outcomes and maintaining long-term customer satisfaction.
Self-Management: Well-organized, adaptable, and able to manage multiple tasks while working in a hybrid environment (reliable broadband internet required).
Collaboration & Initiative: Team player with a proactive approach to daily operations, collaborating effectively across departments when needed.
Technical Proficiency: Strong computer skills, including Microsoft Office, web navigation, and experience with ticketing systems (e.g., Zendesk). Familiarity with CRM tools is an asset.
Language Skills: Fluency in additional languages is an asset.

Nice to Have:

Proficiency in multiple languages, with preference for French fluency.
Experience with Helpdesk software, particularly Zendesk

What we offer:

Competitive base salary
Personal & Corporate bonus
Health & Dental benefits
3 weeks’ vacation
Hybrid work model

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