🧐 Technical Support Specialist
Watchful
IT, Customer Service
Posted on Dec 20, 2024
🧐
Technical Support Specialist
About The Role:
As a Technical Support Specialist for Watchful, you will be on the front lines, using cutting-edge technology to prevent criminal activities. This role involves shift work, including night shifts, making it perfect for night owls. You must be detail-oriented and have a keen eye, much like Sherlock Holmes, as you liaise with the Police and emergency services to provide real-time updates and evidence. Additionally, you will provide technical support to our customers, ensuring they receive the assistance they need with our AI platform and related technologies.
Responsibilities:
Respond to camera activations and action alerts.
Prevent incidents and protect customers using our advanced AI platform, Quill.
Liaise with the Police and other emergency services, providing crucial information and updates.
Ensure high standards of customer service and maintain strong communication with external stakeholders.
Provide technical support to customers, troubleshooting and resolving issues related to our AI platform.
Continuously improve customer experience and contribute to the growth and innovation of our team.
Key Performance Indicators (KPIs):
Response times to camera activations.
Job open-to-closure rates.
Number of service tickets logged.
Customer Net Promoter Score (NPS) aiming to surpass Apple’s score of 72.
Customer Satisfaction Score (CSAT).
What We’re Looking For:
Cultural Fit: No prima-donnas. You should positively impact our culture and have a great attitude.
Learning Orientation: A strong desire to learn and grow.
Skills: Ability to perform the role effectively.
Experience: Relevant experience is a plus, but a great attitude and willingness to learn are more important.
IT Background: A background in IT is advantageous but not essential.
About You:
You are a highly skilled communicator who excels in customer service and technical support.
You bring drive, ambition, new ideas, and a hunger for success.
You have the right to work in New Zealand and hold a restricted or full NZ Driver’s license.
Your English communication skills, both written and verbal, are excellent and non-negotiable.
You are confident in your telecommunication skills and proficient with PC or OS systems.
An IT background is beneficial but not essential; a willingness to learn and adapt is crucial.
Benefits and Perks:
Competitive Salary
Shift work schedule.
Leadership development program with modules on various personal and professional development topics.
Employer Questions:
Your application will include the following questions:
Which of the following statements best describes your right to work in New Zealand?
How many years of experience do you have as a Customer Service Representative?
Do you have a current New Zealand driver's licence?
Join us and help stop bad things from happening to good people, making a real difference every day. If you’re interested, submit your CV to [email protected]
