Technical Support Representative

Luxer One•McClellan, CA

5d•$22 - $25•Hybrid

About The Position

At Luxer One, we’re committed to making life simpler by automating package acceptance and providing solutions for the asynchronous exchange of items. Whether solving the problem in multifamily apartments, placing lockers in Libraries for convenient pickup, or solving package management challenges for corporate offices, we dedicate ourselves to finding the best solutions for our customers. The Luxer One Customer Success team is actively seeking a highly motivated, tech savvy, enthusiastic, self-driven, customer-centric Technical Support Representative to join our expanding department. We are looking for someone who thrives in phone-based interactions, excels in de-escalation, and consistently delivers a world-class customer experience. In this role, you will be pivotal in providing comprehensive technical support to property management staff and Field Technicians, addressing issues related to power, internet connectivity, and hardware. Join us in ensuring our customers receive dependable, flawless long term solutions every time.

Requirements

1-3 years of call center technical customer service experience
Experience with managing a high volume of calls/tickets on a daily basis.
Proficient in the iOS/OS ecosystem
Exceptional verbal and written communication skills
CompTIA A+/Network+ or equivalent certification.
Strong troubleshooting, problem-solving, and multitasking abilities
Enthusiastic, driven, and quick to adapt to new technologies in a fast-paced environment
Excellent time management skills with a proactive, solution-oriented mindset
Ability to research and absorb information while engaging with clients
Positive attitude, self-starter, adaptable, and empathetic

Responsibilities

Handle inbound/outbound calls and emails from property managers and field technicians
Conduct remote troubleshooting of Luxer One systems using specialized tools
Manage tickets from initiation to resolution, ensuring timely follow-up and achieving first call resolution
Collaborate on special projects as directed by management
Assist field technicians with technical inquiries during system repairs
Identify causes of technical issues, propose long term solutions, and implement permanent fixes in locker systems
Coordinate field technician visits, including parts shipment and job scope creation
Work collaboratively within a team to manage daily workload and priorities