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Tier 1 Customer Support Agent


Background:

We are looking for passionate Tier 1 Customer Support Agents to join the Customer Support team at Brilliant. As a Tier 1 Customer Support Agent, you will be the first interaction point for our customers who are looking for help with their Brilliant product(s). You will be an evangelist for Brilliant and our products.  Agents must demonstrate the ability to deliver exceptional interactions with our customers no matter the situation. Agents will use all available knowledge tools and ticketing systems to achieve the defined KPIs.

Primary Job Responsibilities:

  • Effectively answer support inquiries via phone, chat, and email
  • Provide an amazing support experience for our customers as measured by CSAT
  • Meet service level agreements (SLAs) for all inquiry types
  • Help provide insight into knowledge content (FAQs) that can be created in order for customers to find their own answers
  • Report trending issues to supervisor in order to find a fast resolution
  • Maintain a great attitude no matter the circumstance 
  • Record all interactions using detailed notes in our instance of Zendesk
  • Escalate appropriate issues to a higher level of support as needed

Requirements:

  • 1-3 years working as a Tier 1 Customer Support Agent
  • Ability to troubleshoot hardware and software issue types
  • Excellent written and verbal communication skills with the ability to tailor complex technical issues to various audiences
  • A passion to do the right thing and drive complex issues to resolution
  • Experience supporting “connected” products
  • Understanding of electrical wiring in homes is a major plus
  • Zendesk knowledge is a plus
  • Must be available to work all shifts including early mornings and weekends