Tier 1 Technical Support at Wyze Labs

Wyze Labs

Tier 1 Technical Support

Full-Time in Kirkland, WA - Associate - Wizards

Who is Wyze?

Wyze is a tech startup based in Kirkland, WA.

We’re a team of innovators and tech geeks obsessed with making smart home products accessible to everyone. Our products are intuitive and easy to use, and we partner with our customers to add new features and continuously improve our products over time. We believe customers shouldn’t have to compromise – beautifully designed smart home products should enrich people’s lives and be something everyone can afford.

We launched our first smart home camera, Wyze Cam, in October 2017. We also sell Wyze Cam Pan, a pan & tilt camera.

What is this opportunity?

Responsible for providing advanced high-speed technical support via inbound phone inquiries, email, and/or instant messaging. Troubleshoots hardware and software issues. Provides technical assistance to insure a positive customer experience. Ensures adherence to the Wyze voice. Completes work assignments independently or with minimal supervision/guidance and may act as a resource for colleagues with less experience. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience.

Core Responsibilities:

  • Provides a full range of customer service for Wyze product in a prompt, efficient and professional manner.
  • The ability to make a personal connection with the customer and engage in their level throughout the interaction.
  • Looks for win-win scenarios and errors on the customers side.
  • Installs apps and troubleshoots software and hardware.
  • Understands customer needs and recommends appropriate solutions.
  • Troubleshoots home networking problems and escalates advanced troubleshooting problems to technical support group when appropriate.
  • Maintains accurate problem call tracking in Zendesk ticketing system.
  • Possesses an excellent knowledge of android and iOS - Remains abreast of new products and technology.
  • Consistently demonstrates ability to meet higher performance expectations (increased KPI/MPS).
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • Other duties and responsibilities as assigned.