Tier 2 Technical Support Specialist

Who We Are:

At TruVideo, we’re on a mission to solve the age-old problem of trust. Our groundbreaking SaaS technology and data analytics, together with our innovations in machine learning and AI, empower our clients to engage their customers clearly and transparently.

We are an industry leader listed as a top company to watch in 2024! TruVideo is in extreme growth mode. Our culture is based on transparency and teamwork.

TruVideo employees love to collaborate and innovate. We know that the happiest and highest-performing teams include diverse perspectives that encourage new solutions. We strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their whole, authentic selves to work.

If you’re ready to work on unrivaled technology with a team that thrives on transparent internal and external communication, let’s talk.

The Role

Do you love technology? Are you the problem solver in your family? Would you be interested in supporting some of the largest companies in Automotive? TruVideo is hiring a Tier 2 Technical Support Specialist to provide exceptional customer support to our partners and end-users. We seek active learners who love to use modern technology to solve challenging problems.

Job Responsibilities

• Assist customers and partners via phone, email, and live chat
• Troubleshoot technical problems
• Maintain a knowledge base of common support requests
• Assist with customer onboarding projects
• Escalate unresolved issues as appropriate
• Engage with the lifecycle of a ticket, including research and communication of status to customers
• Cover 1 off-shift block of support per week (2-3 hours outside standard business hours)

Qualifications

• Strong project management and organizational skills
• Problem solver
• Experience with Zendesk preferred
• Strong written and verbal communication skills with a continuous emphasis on positive and collaborative approach
• Ability to work autonomously in a fast paced startup-like environment
• Ability to work under pressure and exercise good judgement
• Strong customer service and interpersonal skills

Benefits of Working at TruVideo:

• Comprehensive health, dental and vision insurance
• Wellness programs including virtual health, online mental health, and healthcare advocacy.
• Generous time off
• 401K matching
• Flexible, business casual work environment
• Periodic team lunches and social events

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Must be authorized to work in the United States; sponsorship is not being offered at this time.

TruVideo is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Quarterly bonus

Schedule:

• Monday to Friday

Ability to Commute:

• Wellesley, MA 02482 (Required)

Work Location: Hybrid remote in Wellesley, MA 02482