Technical Product Support Specialist

We’re Ookla, the company behind Speedtest, Downdetector, and an ever-expanding suite of connectivity tools. Our team is a group of people brought together through passion and inspired by possibility. We are looking for team members who enjoy solving complex problems, are motivated to challenge themselves, and are delighted with turning clever ideas into unique products.

Millions of tests are performed through our products and thousands of data points are collected globally every day. With all this usage comes countless ways to dissect and analyze our data, and plenty of exciting opportunities to optimize our monetization strategy. When you work for us, you are using Ookla data and insights to further our mission to improve connectivity for all.

We are committed to providing you a flexible work environment where individuality, fun, and talent are all valued equally. If you consider yourself innovative, adept at collaboration, and you care deeply about the work you do, we want to talk!

We are looking to add to our team of Technical Product Support Specialists. This person will be responsible for providing technical software and/or hardware assistance, problem resolution, guidance, and training to end-users (customers and other internal staff) of the company’s proprietary real-time RF network testing and monitoring solution, WINd®. In this role you would be working with the development team to support this revolutionary technology that is changing the way telecommunication companies like Verizon and others like them test and monitor their networks, making changes in real-time.

Expectations for Success:

• Product subject matter expert. Stays current on product information, changes, and updates that have been released or are currently in pre-release testing.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Answering phones and responding to email within agreed SLA’s for questions and support requests received by end-users (customers and other internal staff).
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms. Troubleshoot and resolve issues/tickets based on information gathered, escalating to development as appropriate. Document resolution in tracking system and update in knowledge base, if not otherwise recorded.
• Accurately process and record transactions using a computer and designated tracking software (ticketing system).
• Communicating incident impact through our standard notification processes and within our time-bound SLA’s.
• Ensures that the highest quality of service is provided to promote superior customer satisfaction.
• Follow up with customers,when necessary.
• Work with the product on Android mobile devices, including firmware, rooting, terminal command, etc.
• Assist with and support the development of processes and procedures within the department.
• Coordinate with product development software engineers/developers regarding design, development, support, and maintenance problems and solutions.
• Work with product development on design, testing, and implementation. Translates customer needs and enhancement requests for new features or services.
• Supports product testing as requested.
• Work with appropriate staff on the marketing materials and strategies as requested.
• Maintaining an understanding of the market, product category (including competing products), and competitive position of competitors and/or competing products (including substitutes). Keeping informed on product enhancements introduced by major competitors and as necessary propose counter-responses. Monitor trends in the marketplace to ensure product competitiveness.
• Regularly takes time and attends regular formal or informal training to maintain and upgrade knowledge, skill, and performance levels.
• Adheres to safety guidelines and requirements.

Requirements

We are looking for the right person, not the exact list of requirements. If you believe your life experience has prepared you for similar challenges, we’d like to hear from you.

• Minimum of 5+ years in the Telecommunications industry, in a Technical Customer Support/Call Center environment
• Technical product support experience preferred.
• Experience working on Android devices (smartphones, pads, and tablets).
• Must be able to work with little to no supervision.
• Exemplary Attendance and Punctuality.
• Flexibility and willingness to take on additional tasks when requested.
• Interact with customers in a way that gives them the confidence that their issue will be resolved immediately.

• Ability to identify and understand issues/problems as it relates to products and services.
• Effective communication and listening skills.

Benefits

We care deeply about each other and the work we do, and our perks are just one way we demonstrate this. We offer a comprehensive benefits package, including (but not limited to):

• 401(k) matching,
• unlimited PTO,
• ESPP options,
• health/dental/vision insurance coverage, and
• enhanced parental leave.

You will have the best hardware, software, and tools available for you to do your work, and we provide excellent flexibility for working remotely as time and responsibilities allow. To promote your success and growth, we offer tuition reimbursement, educational opportunities, and anti-racism and LGBTQIA+ resource libraries. Transit passes, team happy hours and activities, and gym reimbursements are only a few of the additional, outstanding perks available to you at Ookla!

This role must be onsite in our Aurora CO office

Note: Disclosure as required by sb19-085 (8-5-20) of the salary compensation for this role when being hired into our office in Colorado. The salary range for this role is $52k to $60k

If you’re passionate about joining the work we’re doing, we welcome your application and encourage applicants with both traditional and non-traditional experience that makes them an excellent candidate for the role. We strongly believe diversity of all kinds makes us better. We are an equal opportunity employer actively working to build an inclusive workforce at all levels of the company. [Read our latest diversity report from our parent company here.]

We want to ensure candidates have everything they need throughout our application and hiring process. If you have any individual needs related to disability or accessibility, we encourage you to contact and let us know how we can best accommodate you.