Note: The job is a remote job and is open to candidates in USA. Checkit provides connected digital solutions combining smart sensors and workflow software to help complex organizations improve safety, efficiency, and service delivery. The Senior Customer Support Advisor will provide remote second-line technical support, resolve escalated customer issues involving IoT devices and connectivity, coach support teams, and contribute to ticket triage and continuous improvement.
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
- 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.**
- To be based on US East Coast time zone, working 9-5pm ET
- * **We're hiring for three things above all else:**
- + Growth Mindset & Ownership - humble, composed, positive, high say/do, learns quickly, brings practical solutions to problems, leads by example and helps others stay constructive and focused on outcomes when new ways of working are introduced
- + Senior Support Experience - senior 2nd Line background with a proven ability to own complex issues end-to-end, coach others, and become a subject matter expert in our products and customer environments
- + IoT & Hardware Diagnostics - hands-on troubleshooting of connected devices and hardware, including reading device logs and reports, using terminal tools, understanding common connectivity issues such as network errors and NAT, and working with customer IT teams to resolve why Checkit devices and telemetry are offline, unreachable, or not updating
- * 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, and identifying why IoT devices and telemetry data are unreachable or not updating
- * 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; researches before escalating and picks up new systems and product environments quickly
- * Strong communicator and good listener, able to adapt style to technical and non-technical audiences, with a great phone manner and strong written English
- * Genuinely motivated to help customers, with the patience, empathy, resilience, and attention to detail needed to keep customers informed and supported in a fast-moving technical environment
- * Experience of working with remote software diagnosis tools would be advantageous
Benefits
- Fully remote work arrangement
- Opportunities to learn and develop skills through strong development plans
- Opportunities for progression into new roles or teams in the medium term
- 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