Job Description
Job DescriptionBenefits:
- 401(k) matching
- Paid time off
- Training & development
- Dental insurance
- Health insurance
Customer Service Specialist
Position Title: Customer Service Specialist
Location: Remote (Within the US)
Employment Type: Full-Time Employee
Bethesda Systems is seeking a technically proficient Customer Service Specialist who connects easily with clients over the phone and serves as a critical hub of organization and communication for our internal support team. This role requires a courteous, organized, and professional individual who is passionate about delivering exceptional client experiences while also possessing strong problem-solving skills to assist customers with troubleshooting smart home technology.
What You Will Do:
- Serve as the first point of contact via telephone for homeowners seeking assistance with their smart home systems, diagnosing common technical issues and providing initial troubleshooting steps.
- Identify and escalate complex support requests to our internal technical support team while ensuring that detailed documentation is recorded for effective follow-up.
- Guide non-subscribed clients through support options and recommend appropriate membership packages.
- Maintain an understanding of smart home technology (including lighting control, motorized shades, audio/video systems, and home automation platforms) to assist customers with basic troubleshooting and setup guidance.
- Use remote troubleshooting techniques when possible, helping customers resolve minor issues without requiring an in-home visit.
- Accurately document technical support events in our ticketing system, ensuring that all relevant details are captured for future reference.
- Learn and apply best practices for providing exceptional support in the luxury smart home technology sector.
- Collaborate with the internal team to ensure adherence to response times and critical procedures, helping streamline the customer experience.
What You Should Bring to the Table:
- A naturally friendly and warm personality, with the ability to create emotionally enriching experiences for customers.
- Strong problem-solving skills and the ability to think critically when diagnosing technical issues remotely.
- Technical aptitude with the ability to navigate multiple applications, log tickets, and follow troubleshooting guides while assisting customers.
- Excellent verbal and written communication skills in English, with the ability to clearly explain technical solutions to non-technical users.
- Strong organizational skills and attention to detail to document customer interactions and solutions accurately.
- The ability to work independently and adapt to a remote work environment.
- Flexibility to work varying shifts, including weekdays and weekends (8 a.m. 11p.m. EST).
- A reliable internet connection, PC/laptop with camera and suitable workspace for remote work.
Requirements:
- High school diploma/GED required.
- Experience or familiarity with smart home systems, home automation platforms, or consumer electronics (on-going training will be provided).
- Complete our on-the-job training to gain a working knowledge of our guidelines (policies & procedures).
- Work a combination of nights, some holidays, weekends, and some overtime.
- Excellent verbal and written communication skills.
- Ability to successfully use a PC, while navigating & notating multiple applications while working with customers.
- Maintain a positive attendance record, including punctuality and schedule adherence.
Why Join Bethesda Systems?
At Bethesda Systems, we go beyond standard customer servicewe create seamless smart home experiences by combining technical expertise with world-class support. Our Customer Service Representatives play a crucial role in ensuring customers receive timely assistance and effective solutions for their smart home technology needs.
This is a remote position.