What are the responsibilities and job description for the Customer Technical Support position at CampusPoint?
Manual inventory tracking is slow, prone to mistakes, and mind-numbingly tedious. This tech start up is on a mission to revolutionize supply chains in retail, food service, logistics, and grocery. Leveraging the power of AI, computer vision, and augmented reality, they enable automated inventory counts. Their technology instantly tallies inventory items with the scan of a smartphone or tablet.
As a Customer Technical Support Specialist, you will provide world-class support to their customers, ensuring fast and effective resolutions to technical issues and product inquiries. This role will be part of our 24x7 support operations, covering various shifts to ensure uninterrupted service. As a frontline support representative, you will handle incoming customer issues, troubleshoot technical problems, and ensure proper ticket handling and resolution. You will be accountable for key performance standards, including response time, resolution time, ticket accuracy, customer satisfaction, and contact quality.
Openings: 6
Compensation: $55,000K - $75,000K/yr
Availability: Willingness to work varied shifts, including nights, weekends, and holidays, as part of 24x7 coverage.
Key Responsibilities
- Serve as the first point of contact for customers experiencing technical difficulties.
- Provide customers with fast, accurate, high-quality customer support via tickets, email, chat and phone.
- Troubleshoot technical issues, identify root causes, and provide step-by-step resolutions.
- Escalate complex issues to Technical Support Team Leads, Managers, and Engineering as needed.
- Investigate and troubleshoot hardware, software, and integration issues related to AI-powered solutions.
- Document all customer interactions in the ticketing system, ensuring clear, concise, and accurate case notes.
- Assist customers with basic product configurations, platform setups, and app navigation
- Support other projects as needed
Requirements
- Educational Background: Bachelor's Degree or equivalent experience
- Experience:
- 3 years of experience in customer or technical support, preferably in a SaaS or technology-driven environment.
- Experience with ticketing systems (Jira, Zendesk, or similar) and CRM tools.
- Skills:
- Strong troubleshooting and problem-solving skills with a focus on technical issue resolution.
- Excellent written and verbal communication skills, with a customer-first approach.
- Ability to manage multiple tickets simultaneously while maintaining high service quality.
- Ability to work independently and within a team, following structured processes and guidelines.
CampusPoint is an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
If you need assistance or an accommodation due to a disability, you may contact us at hr@campuspoint.com or 1 206-783-9200 (ask to speak with an HR representative). The process is outlined in CampusPoint’s ADA Policy .
Salary : $55,000 - $75,000
