Experienced Help Desk Associate Tier 3 – Remote Technical Support Specialist for a Leading Parenting Technology Company

About Us

Owlet Baby Care, Inc. is a pioneering company that has revolutionized the world of parenting with innovative products designed to bring joy, peace, and sleep to the parenting journey. With a mission to help parents take care of their little ones and keep them safe and healthy, we have helped over a million parents worldwide. Our team is passionate about making a difference, and we're looking for talented professionals to join us on this exciting journey.

About the Role

We're seeking an experienced Help Desk Associate Tier 3 to join our IT Support team. As a key member of our technical support pillar, you will be responsible for providing exceptional customer service to our internal employees, resolving technical issues, and contributing to the improvement of our customer support processes. If you have a solid technical background, excellent customer service skills, and a problem-solving attitude, we want to hear from you!

Key Responsibilities

• Ensure timely and accurate internal customer service on a daily basis.
• Set specific customer service standards and contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices throughout the entire technical support process and follow up with employees to identify areas of improvement.
• Develop daily, weekly, and monthly reports on the help desk team's productivity and provide customer feedback to the appropriate internal teams.
• Provide training for company employees and communicate with clients to provide in-person and phone support, if required.
• Troubleshoot and resolve technical issues, manage escalations, and ensure any issues are resolved in a timely manner.
• Make recommendations to improve operational efficiency and create long- and short-term plans, including setting targets for milestones and adhering to deadlines.
• Take ownership of IT projects, including system implementations, integrations, hardware provisioning, and pursue the project to completion.
• Delegate project tasks to employees best positioned to complete them and communicate with the manager to keep projects aligned with their goals.
• Perform quality control on projects throughout development to maintain the standards expected and communicate target and schedule changes for projects as needs change.

Requirements

To succeed in this role, you will need:

• Hands-on experience with JumpCloud and Jira.
• A strong level of expertise with Windows and MacOS.
• A solid technical background with the ability to give instructions to a non-technical audience.
• Customer-service oriented with a problem-solving attitude.
• Excellent written and verbal communication skills.
• A Bachelor's degree in computer science, information technology, or a related field.
• 4+ years of experience as a Help Desk Associate or in a technical support role.
• A strong technical background.
• Excellent analytical and troubleshooting skills.
• The ability to work under pressure.
• Strong customer service skills.

Perks and Benefits

We offer a range of benefits to support your career growth and well-being:

• Flex time scheduling.
• Competitive compensation based on experience.
• Product discounts.
• A comprehensive benefit package.

Why Join Us?

Owlet Baby Care, Inc. is an equal opportunity employer, and we're committed to creating a diverse and inclusive work environment. We believe that our employees are our greatest asset, and we're passionate about supporting their growth and development. If you're looking for a challenging and rewarding role that will allow you to make a real difference, we want to hear from you!

How to Apply

If you believe you have what it takes to join our team, submit your application without delay. We're excited to hear from talented candidates like you!