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Tier 1 - Customer Support Agent

Brilliant

Brilliant

Customer Service
San Mateo, CA, USA
Posted on Thursday, December 21, 2023
Headquartered in San Mateo, California, Brilliant designs and manufactures award-winning smart touchscreen control panels, smart dimmer switches, and smart plugs. Brilliant is trusted by hundreds of builders, developers, and property managers across the U.S. and Canada as a standard feature of their homes and apartments, providing homeowners and renters a compelling unified technology experience in their homes. Brilliant is the winner of the CES Innovation Award, the CTA TechHome Mark of Excellence, the IoT Breakthrough Award, and the CEDIA BEST Award. Brilliant is funded by Next47, Celesta Capital, August Capital, Miramar Ventures, The Box Group, and other prominent investors. To learn more about Brilliant, please visit: https://www.brilliant.tech
About the role:
We are looking for passionate Tier 1 Customer Support Agent to join the Customer Support team at Brilliant. As a Tier 1 Customer Support Agent, you will be the first interaction point for our customers who are looking for help with their Brilliant product(s). You will be an evangelist for Brilliant and our products. Agents must demonstrate the ability to deliver exceptional interactions with our customers no matter the situation. Agents will use all available knowledge tools and ticketing systems to achieve the defined KPIs.
What you will do:
o Effectively answer support inquiries via phone, chat, and email
o Provide an amazing support experience for our customers as measured by CSATMeet service level agreements (SLAs) for all inquiry types
o Provide insight into knowledge content (FAQs) that can be created in order for customers to find their own answers
o Report trending issues to supervisor in order to find a fast resolution
o Maintain a great attitude no matter the circumstance
o Record all interactions using detailed notes in our instance of Zendesk
o Escalate appropriate issues to a higher level of support as needed
About you:
o 1-3 years working as a Tier 1 Customer Support Agent
o Ability to troubleshoot hardware and software issues
o Excellent written and verbal communication skills with the ability to tailor complex technical issues to various audiences
o A passion to do the right thing and drive complex issues to resolution
o Must be available to work all shifts including early mornings and weekends
Bonus Points if you have:
o Zendesk knowledge
o Bilingual and able to read, write, and speak Spanish proficiently
o Experience supporting “connected” products
o Understanding of electrical wiring in homes is a major plus
What we offer:
o Comprehensive compensation package and equity
o Comprehensive medical, dental, vision coverage
o 401(k) program to help save for your future
o Unlimited Paid Time off and company wide holidays
o Free dinner and weekly lunch
o Collaborative culture with a supportive team
o A great place to work with unlimited growth opportunities
o Opportunity to work on Smart Home technology
"Brilliant is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law."