Note: The job is a remote job and is open to candidates in USA. Checkit is a company that combines smart sensors and workflow software to enhance service efficiency across various sectors. They are seeking a Senior Customer Support Advisor to provide remote technical support, respond to escalated inquiries, and coach team members while ensuring high standards of customer service.
Responsibilities
- Responding to escalated customer enquiries in a professional, courteous, timely, and effective manner, ensuring customers feel informed and looked after throughout – including during complex or slow-to-resolve issues
- Delivering remote technical support for all our Connected Automated Monitoring Plus (CAM+) and Connected Automated Monitoring (CAM/CWM) customers and partners
- Providing coaching and direction to team members across our 1st and 2nd Line support teams in all aspects of system operation, and related controls
- Maintaining accurate system records, databases, and configurations, including controlled software updates, system downloads, and in-house configuration testing
- Building and maintaining strong knowledge of our products, connected systems, and customer environments to provide full and effective support to our customers
- Delivering internal and external training on products, systems, and best practice, helping build capability across support teams and customers
- Identifying weaknesses in procedures, reporting findings to line manager, and making recommendations for improvements
- Proactively monitoring and investigating noticeable patterns in customer notification processes and/or incoming requests, and feeding useful trends to Product and Engineering teams
- Owning daily ticket intake and triage, ensuring new and overnight tickets are promptly categorized and assigned
- Providing occasional assistance with customer-facing quotes and scoping, supporting the commercial process where needed (desirable, not essential)
- Providing occasional weekend on-call support as part of the wider team rota
- Working autonomously and always delivering great customer service, with a consistently high say/do ratio
- Achieving all SLAs and KPIs relating to customer support performance
- Maintaining healthy ticket queues, including consistent morning triage so new and overnight tickets are assigned and responded to within agreed timeframes
- Continuously learning, improving your approach, and actively raising standards within the team through coaching and knowledge sharing
Skills
- Must be based on the US East Coast time zone
- Curiosity to learn, strong ownership and a senior 2nd Line support background
- Composed, positive and reliable
- Able to learn quickly, bring practical solutions to problems and lead by example
- Help others stay constructive and focused on outcomes when new ways of working are introduced
- Own complex issues end-to-end, coaching others and becoming a subject matter expert in our products and customer environments
- Hands-on IoT and hardware diagnostics experience, including troubleshooting connected devices and hardware
- Reading logs and reports, using terminal tools and understanding connectivity issues such as network errors and NAT
- Work with customer IT teams to resolve why Checkit devices and telemetry are offline, unreachable or not updating
- Responding to escalated customer enquiries in a professional, courteous, timely, and effective manner
- Delivering remote technical support for all our Connected Automated Monitoring Plus (CAM+) and Connected Automated Monitoring (CAM/CWM) customers and partners
- Providing coaching and direction to team members across our 1st and 2nd Line support teams in all aspects of system operation, and related controls
- Maintaining accurate system records, databases, and configurations, including controlled software updates, system downloads, and in-house configuration testing
- Building and maintaining strong knowledge of our products, connected systems, and customer environments to provide full and effective support to our customers
- Delivering internal and external training on products, systems, and best practice
- Identifying weaknesses in procedures, reporting findings to line manager, and making recommendations for improvements
- Proactively monitoring and investigating noticeable patterns in customer notification processes and/or incoming requests
- Owning daily ticket intake and triage, ensuring new and overnight tickets are promptly categorized and assigned
- Providing occasional weekend on-call support as part of the wider team rota
- Working autonomously and always delivering great customer service, with a consistently high say/do ratio
- Achieving all SLAs and KPIs relating to customer support performance
- Maintaining healthy ticket queues, including consistent morning triage so new and overnight tickets are assigned and responded to within agreed timeframes
- Continuously learning, improving your approach, and actively raising standards within the team through coaching and knowledge sharing
- A background in IT or technical support is essential, with hands-on experience troubleshooting hardware and networking issues
- Proven experience in a 2nd Line or senior support role, with a track record of owning complex issues end-to-end
- Practical network diagnostics skills: ping, telnet/SSH, PuTTY or similar terminal tools, reading device logs and reports
- Experience troubleshooting connected hardware: able to triage issues across device, network, and cloud layers and verify fixes in a real-world environment
- Well organized, accurate, and methodical, with strong problem-solving skills and a log-literate approach to troubleshooting
- Strong communicator and good listener, able to adapt style to technical and non-technical audiences
- Genuinely motivated to help customers, with the patience, empathy, resilience, and attention to detail needed to keep customers informed and supported
- Experience of working with remote software diagnosis tools would be advantageous
- Providing occasional assistance with customer-facing quotes and scoping, supporting the commercial process where needed (desirable, not essential)
Benefits
- Health coverage including dental and vision from first day of employment
- 401(k) scheme matched to 5% on completion of 4 months’ employment
- Life insurance worth $50k
- Accident insurance worth $50k
Company Overview