Technical Support Associate

About OvationCXM

OvationCXM, a dba under Boomtown Network Inc, is a Customer Experience Management company helping businesses and their partner ecosystems deliver exceptional customer experiences with complete visibility and precise control so they can own the journey, guide the experience and unleash the benefits. The OvationCXM Platform (“CXMEngine”) includes pre-built CRM connectors, customer journey orchestration and automation tools, ecosystem aggregation, as well as knowledge delivery and integrated communication solutions in one seamless platform. Customer experience professionals choose OvationCXM because our CXM platform delivers customers simplicity at a massive scale, streamlining CXM efforts at every customer touchpoint.

We are the emerging market leader in the Customer Experience Management space. As we scale, we are continually looking to bring on new talented and passionate team members who can help us in our bold objective of digitally transforming the Customer Experience from end-to-end. If you’re passionate about working at a dynamic organization that is committed to facing the challenges of the day, this is the place for you. We are seeking candidates who want to be at the forefront of powering entire ecosystems of businesses to work together in ways that had previously been impossible.

Job Summary

As a Technical Support Associate, you’ll join our CX Support team. You’ll be responsible for answering inbound communications (calls, chats, and emails) and will work directly with our customers (who we call “merchants”, the employees/small business owners) to troubleshoot issues with their point-of-sale (“POS”) systems, credit card readers, and related hardware, including network equipment, printers, barcode scanners, and cash drawers. Often you won’t be able to see or touch the hardware, so you’ll have to rely on the merchant and your communication skills to guide them to success. But you’ll have more than just your wits at your disposal (although a surplus of wit is needed for this job). With our trusty knowledge base by your side, our stalwart team at your back, and the license to hunt down any information we may be missing, you won’t lack for guidance.

Responsibilities

• Remotely help customers via email, SMS and over the phone to solve various types of in-store technology problems, including: Wi-Fi connectivity; hardware and software issues; credit card terminal processing and POS integration; secured and unsecured networks; Bluetooth devices and cabled printers; with a knowledge around Apple App Store (iOS) and Google Play (Android) navigation and download.
• Troubleshoot mobile POS network issues which include tablet and printer connectivity with cabled and wireless LAN and WAN devices.
• Answer “how to” quick-fix questions about supported devices.
• Take ownership of customer issues through to resolution or escalation while providing accurate and prompt feedback both to the customer and teammates.
• Maintain a high percentage of issue resolution within the first customer interaction.
• Document all interactions in our CXM software clearly and concisely.

Skills & Experience

• Flexibility in the face of change, perseverance in the face of adversity, irreverence in the face of cookie cutter business practices. This is a startup environment that pairs the perk of freedom with the burden of chaotic hard work. You’ll need resiliency to thrive with both.
• Ability to think on your feet. You are comfortable not knowing the answer but knowing you have the tools to find out.
• Ability to learn and adapt quickly. We are an ever-growing company, and you will continue to learn far outside of your training period, often quite rapidly.
• Strong organizational skills with the ability to multitask and prioritize in a high-volume, fast paced environment.
• Comfortable speaking on the phone and able to display sincere empathy regardless of the attitude of the caller. 
• Acts with integrity and transparency.
• Self-effacing with a great sense of humor, a team player.

Down to Brass Tacks (the practical stuff)

• No hardware will be provided for this position, so you’ll need to own or purchase the following:
• Computer with at least a Quadcore processor and 8gb of RAM and the ability to run a Windows environment.
• Wired internet connection (Not wifi)
• Headset w/ microphone for taking calls
• This role will be fully remote. Must be located in the United States.
• Flexible availability. We offer 24/7 support, which means we have a variety of hours that need coverage. In general you will have the same fixed shift.
• The Benefits:
• • Health, dental, vision, and life insurance
  • Short-term and long-term disability insurance
  • Cash and stock option bonuses for excellent performance
  • 401(k) plan