Customer Service Associate - Technical Support

About Nanit:

Welcome to Nanit, the high-growth baby tech company that is changing the way parents view their babies' wellness through the world’s most advanced baby monitor and parenting products. In 2016, the Nanit baby monitor revolutionized the industry with computer-vision and machine-learning capabilities that helped parents understand their baby’s sleep patterns and allowed them to achieve better sleep quality. Now, the company has become the leader in the connected parenting space, with an incredible customer base of highly-engaged parents who look to Nanit as a source of information and expertise on their parenting journey.

About the Role:

As a Customer Support Associate – Technical Support, you will be the first point of contact for customers seeking assistance with our products and services. You will provide technical & order support, troubleshoot issues, and ensure a seamless customer experience. Your role will involve responding to inquiries via various channels, including email, chat & phone. You will also collaborate with internal teams to escalate complex issues and contribute to improving support processes.

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What you'll be doing:

• Troubleshoot and resolve customer support questions and concerns, including conducting technical reviews in backend systems.
• Handle escalated issues with a focus on de-escalating customer concerns, finding resolutions, and ensuring a positive experience.
• Assist customers with order issues, including processing refunds, replacements, and tracking shipments.
• Build meaningful connections and relationships with customers to enhance engagement.
• Monitor and maintain positive customer sentiment, addressing concerns proactively.
• Recognize patterns and escalate issues as needed, such as potential bugs or recurring technical concerns.
• Work closely with internal teams to ensure support activities align with growth metrics and company objectives.

Who you are:

• 1 year of experience in customer support, technical troubleshooting, or a related field.
• Problem-solving skills with the ability to diagnose and resolve technical issues.
• Excellent communication skills, both written and verbal, with a customer-first mindset.
• Ability to work efficiently in a fast-paced environment while managing multiple inquiries
• Problem solver with effective time management skills
• Passion for technology and a desire to help customers navigate technical challenges.
• A willingness to grow and improve
• Experience with Zendesk, Jira, Redash, or similar platforms is a plus
• Laptop provided 

Salary Range: $25 hourly 

This is a part-time remote role with a flexible schedule.

Flexible for location. Candidate must be available for training during 8am - 5pm EST 

Working hours are flexible Monday - Sunday. Schedule to be determined by manager and candidates availability.

There are no benefits and equity for this position at this time.

We are proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.