Technical Support

About the role

Weave Support is the lifeblood of customer retention! Our support representatives go above and beyond to ensure that we attend to every detail of our customers’ needs in order to resolve issues in less time and with the utmost level of satisfaction. Not only does our support team tackle every call and message with a personalized approach, but they also receive extensive amounts of training to become product experts and resolve concerns in a timely and efficient manner. In this role, you will get to help our customers continually love Weave by being their superhero in answering the basics of how the Weave product works. We will train you on how to triage, direct, and manage customer requests for both product and technical support. You will partner with your peers and other teams to resolve customer problems in a timely, efficient manner while providing superior customer service. Training for this role is conducted onsite at our Lehi, UT HQ. Reports to: Technical Support Leadership.

Responsibilities

• Communicate with customers via inbound phone calls.
• Provide follow up to customers via outbound calls and emails.
• Resolve issues with basic troubleshooting.
• Save the day for our customers by driving an amazing customer experience that makes our customers smile.

Requirements

• Minimum of 1 year of Customer Support experience.
• Background and interest in technology: Must have solid computer skills and the ability to adapt and learn technology quickly.
• Strong phone presence and excellent written and verbal communication skills, as you will be communicating with customers through phone (primarily) and email channels.
• Ability to work in a fast-paced, busy Customer / Tech Support team.
• Experience working with browsers, spreadsheets, and text documents.
• Ability to troubleshoot and resolve basic customer issues.
• Must be hungry to learn, caring towards others, and creative in your problem-solving.
• Employment with Weave is contingent upon the successful completion of a background check, conducted in accordance with applicable laws.

Qualifications

• Previous Phone Support experience.
• Knowledge of network infrastructure and connectivity a plus.
• Passionate about helping the customer.
• Must be positive, attentive and demonstrate the ability to do what's necessary to get the situation resolved.

Schedule

Full-time positions only (40 working hours between 6 am-6 pm M-F)