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Technical Support Associate I

Airgain

San Diego, CA 92130

$23-$26/hr

Onsite

1+ years of experience in a technical support role, preferably supporting wireless products
High school diploma or equivalent required
Experience using a support ticketing system such as Zoho Desk or Zendesk
Interest in and strong aptitude for technical products; quickly picks up new technical information
Strong attention to detail, multitasking, prioritization, proactivity and time management skills
Excellent customer service skills, including strong written and verbal communication, listening, and problem-solving abilities, with the ability to explain complex technical topics in a clear and customer-friendly way
Ability to thrive in a complex, fast-paced, and changing B2B environment
Strong work ethic, dependability, reliability, and ownership
Ability to communicate status, expectations, and next steps in a courteous, professional, and empathetic manner
Provide first-level support to customers via phone, email, and chat for Airgain products, using established training and knowledge resources to answer questions and resolve technical issues
Diagnose and resolve basic technical issues within scope, aiming to resolve common or known issues on first contact whenever possible
Guide customers through product implementation and explain technical topics clearly and accurately
Maintain and improve knowledge base content and documentation, and provide feedback to product and engineering teams to support issue resolution and product improvement
Partner with cross-functional teams, including engineering and product development, to resolve escalated technical issues
Identify escalation triggers quickly and transfer cases to Level II with complete documentation and context while preserving continuity of communication with the customer as needed