Customer Service Technical Support Specialist

Description

About Us

LayerZero Power Systems Inc. is a globally recognized leader in providing state-of-the-art power distribution solutions for critical industries. With a strong focus on reliability, innovation, and customer satisfaction, we deliver advanced power systems products that ensure uninterrupted and dependable power supply in mission-critical environments. Our customer base is comprised of companies in the transaction processing, financial, computer service provision, and semiconductor manufacturing sectors. LayerZero Power Systems is on a trajectory of sustained growth, with a loyal customer base of existing Fortune 100 customers and an expanding portfolio of new customers. 

Position Description: 

The Customer Service Technical Support Specialist will be responsible for delivering exceptional technical support to customers, efficiently troubleshooting and resolving issues. If a resolution cannot be found, the specialist will collaborate with other departments to ensure timely and effective solutions. All incidents and their resolutions will be meticulously documented. The ideal candidate will possess strong problem-solving abilities, a deep understanding of LayerZero products and services, and a dedication to providing outstanding customer service.

Requirements

Customer Support:

• The position will mostly interface with the Customer on issues that require in-depth product knowledge.
• Respond promptly to customer inquiries 
• Troubleshoot and diagnose technical issues related to LayerZero products or services.
• Escalate complex issues to appropriate teams 
• Provide step-by-step guidance to customers directly for resolving technical issues.

Issue Resolution:

• Analyze, replicate, and resolve issues to ensure a timely resolution for customers.
• Log, track, and document support requests and resolutions.
• Maintain a knowledge base of common issues and solutions

Product Expertise:

• Develop and maintain in-depth knowledge of LayerZero’s products and services.
• Stay updated on product releases, updates, and new features to provide accurate information to customers.

Customer Communication:

• Direct customer communication is expected.
• Effectively communicate technical information to less-technical customers.
• Follow up with customers to ensure that issues have been resolved to their satisfaction.

Collaboration:

• Work closely with engineering teams to address customer concerns and provide feedback on recurring issues or improvement ideas.
• Monitor common customer issues and provide feedback to help improve the products.

Experience & Skills:

• Understanding of mechanical and electrical systems
• Proven experience in technical support
• Strong writing, editing, and proofreading skills with keen attention to detail.
• Familiarity with documentation tools.
• Ability to work independently and manage multiple projects simultaneously.
• Excellent communication and interpersonal skills.

Education:

• Bachelor’s degree in computer science or computer engineering is preferred but not required
• US Citizenship of C1 Permanent Resident Alien status 

What We Offer:

• Competitive salary 
• Performance-based incentives
• 100% company-paid benefits package, including medical, dental, and vision coverage
• 401k with company match
• Paid time off/Holiday pay
• A positive and collaborative work environment.

Why You Will Love Working with Us:

• Impact: Develop your skills and expertise in a rapidly growing industry, with your work directly influencing the success of mission-critical projects.
• Innovation: Immerse yourself in an environment that celebrates forward-thinking and continuous improvement.
• Collaborative spirit: Work closely with engineers, marketers, and other professionals to bring ideas to life.
• Grow with us: We are committed to your personal and professional development, offering endless opportunities to improve your skills and advance your career.

LayerZero will provide equal employment opportunity without regard to race, color, religion, sex, age, national origin, disability, marital status, ancestry, or status as a veteran, as defined and required by law. This policy applies to all areas of employment, including recruitment, hiring, training and development, promotion, transfer, termination, layoff, compensation, benefits, social and recreational programs, and all other conditions and privileges of employment in accordance with applicable national, state, and local laws (i.e. Civil Rights Act, Human Rights Act, European Convention on Human Rights).