About the Company
Balboa Water Group is the health and wellness industry’s leading provider of electronic control systems, electronic accessories, pumps, jets, and other therapy products. Our dedication to excellence and quality for five decades has made us the premier, single-source provider of innovative and reliable designs, state-of-the-art manufacturing, and outstanding customer service worldwide. Due to our rapid growth, we are looking for passionate and talented team members that want to work in an organization that values integrity, diversity, intellectual curiosity and accountability.
Job Summary
The Technical Support Specialist will provide exceptional customer support through various channels, including phone, email, and chat, within a Zendesk CRM call center environment. The role requires expertise in troubleshooting Wi-Fi networks, Android and iOS applications, and delivering high-quality technical assistance to resolve customer issues efficiently.
Key Job Responsibilities
• Provide technical support to customers via phone, email, and chat channels.
• Utilize Zendesk CRM to manage, track, and resolve customer inquiries and tickets.
• Troubleshoot and resolve issues related to Wi-Fi network connectivity, including router configurations, signal interference, and network performance.
• Diagnose and resolve issues with Android and iOS applications, including app crashes, functionality errors, and compatibility issues.
• Escalate complex issues to senior technical teams when necessary, ensuring clear documentation and follow-up.
• Maintain a high level of customer satisfaction by delivering clear, professional, and empathetic communication.
• Document all customer interactions, troubleshooting steps, and resolutions in Zendesk CRM.
• Stay updated on product changes, software updates, and new troubleshooting techniques for Wi-Fi and mobile applications.
Education Requirements
• High school diploma or equivalent required; associate’s or bachelor’s degree in IT, Computer Science, or a related field preferred.
Experience Requirements
• Minimum of 1-2 years of job experience in a Zendesk CRM call center environment.
• Proven experience in customer support, including phone, email, and chat support.
• Hands-on experience troubleshooting Wi-Fi networks, including diagnosing connectivity issues
• Demonstrated experience troubleshooting Android and iOS applications, including guiding a customer through the Settings menus and resolving app-specific errors and performance issues.
Required Skills/Abilities
• Proficiency in using Zendesk CRM for ticket management and customer interaction tracking.
• Strong understanding of Wi-Fi networking principles, including Wi-Fi security protocols, Wi-Fi network topology and common connectivity issues.
• Familiarity with Android and iOS operating systems, including app permissions and app updates
• Ability to use diagnostic tools and software for troubleshooting network and application issues.
• Excellent verbal and written communication skills for clear and professional customer interactions.
• Strong problem-solving skills with a methodical approach to troubleshooting.
• Ability to handle high-pressure situations and manage multiple customer inquiries simultaneously.
• Empathy and patience when assisting customers with varying levels of technical knowledge.
Certifications (Preferred but not required)
• CompTIA Network+ or similar networking certification.
• ITIL Foundation Certification for customer service best practices.
EEO Statement
Balboa Water Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
