Technical Support Specialist

Convey•Detroit, MI

About The Position

Convey is hiring a Tier 1 Technical Support Specialist for its North American support team. The role helps customers use and troubleshoot home energy management products, mobile applications, connected hardware, and supported smart home devices. Customer support is provided by phone, email, and in-app chat, for both initial setup and issues such as device connectivity or missing app information. The specialist investigates issues, explains next steps, resolves cases within approved procedures, and coordinates with technical specialists or utility partner contacts when additional assistance is needed. The position reports to the Unified Tier 1 Manager. Support hours are 8 AM to 8 PM ET Monday through Friday and 9 AM to 6 PM ET on Saturday. The regular schedule includes a required Saturday shift and a weekday off. Weekday shifts are staggered within support hours to maintain coverage. Success in the role means guiding customers through common issues, documenting troubleshooting clearly, recognizing when additional expertise is needed, and ensuring customers and colleagues understand the next steps.

Requirements

At least one year of customer-facing technical support experience, or equivalent practical experience troubleshooting technology with customers.
Experience helping customers troubleshoot mobile apps, connected devices, or consumer hardware.
Working understanding of home Wi-Fi, Bluetooth, device pairing, and common connectivity problems.
Clear spoken and written English, with the ability to explain technical steps in everyday language.
Methodical troubleshooting skills, including asking relevant questions, verifying details, testing possible causes, and recording results.
Experience using a ticketing system and maintaining accurate case notes.
Ability to manage several open cases, prioritize work, and follow up without repeated reminders.
Patience when working with end users or people who are unfamiliar with technology.
Sound judgment about when to continue troubleshooting and when to ask for help.
Careful handling of customer information and adherence to access and privacy procedures.

Nice To Haves

Experience with Zendesk, particularly in an environment supporting multiple brands or customer programs.
Experience supporting smart home devices, energy monitoring equipment, thermostats, or other connected home products.
Familiarity with both iOS and Android troubleshooting.
Experience supporting utility customers or working with utility program requirements.
Familiarity with Jira or another system used to track technical escalations and product defects.
Experience using device status information, logs, or internal portals during troubleshooting.
Experience working with colleagues across regions and handing off cases between teams.

Responsibilities

Respond to customer questions by phone, email, and in-app chat.
Guide customers through account access, app setup, hardware installation steps, and everyday product use.
Troubleshoot device pairing, account-to-device binding, connectivity, and missing or delayed data.
Help customers connect and use supported smart home devices within documented support boundaries.
Use Zendesk and internal support tools to review account, device, and utility program information.
Document reported problems, relevant errors, troubleshooting completed, results, and next steps.
Resolve issues using approved procedures and knowledge articles.
Recognize when further investigation or utility partner action is required.
Prepare escalations with customer impact, timing, device and app details, and supporting evidence.
Keep customers informed, follow through on commitments, and maintain clear ownership of assigned cases.
Flag recurring problems and gaps in support documentation.
Meet established expectations for response times, case quality, customer satisfaction, and follow-up.
Complete product training and contribute useful troubleshooting findings to the team’s knowledge base.

Benefits

Fully covered medical, dental, and vision coverage for employees.
Cost share for dependents.
401(k) plan with company match.
Fully covered short-term and long-term disability.
Employee Assistance Program (EAP).
Paid maternity leave.
12 weeks of paid parental leave for the birthing parent.
Paid paternity leave.
Flexible PTO policy, including unlimited discretionary time off subject to manager approval and business needs.
12 paid holidays throughout the year, including winter recess for all employees between December 25 and January 1.
Free use of an on-site gym for employees based in the Denver area.