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Technical Support Specialist

Company Overview: We are a leading smart home device manufacturer dedicated to empowering homeowners with innovative, easily manageable solutions. Our products allow homeowners to personalize and control their lighting and other smart home features effortlessly. With our plug-n-play technology, users can replace and upgrade their devices without needing tools, professional help, or even turning off the power. Our dynamic and fast-paced work environment is perfect for proactive individuals who excel in creative problem-solving and robust communication.

Position: Technical Support Specialist (Remote, US Based, West Coast Hours 9:00 AM - 6:00 PM)

Job Description: As a Technical Support Specialist, you will play a crucial role in assisting our customers, including homeowners, integrators, and electricians. Your primary responsibilities will include providing exceptional phone and email support, troubleshooting hardware and software issues, and ensuring customer satisfaction. You will be a member of the Customer Support team reporting into the Product organization. This position requires you to work West Coast hours to enable appropriate coverage. Weekend hours are not currently a requirement but this is subject to change as we extend our availability.

Responsibilities:

• Provide outstanding phone and email support, ensuring timely and effective resolution of customer issues.
• Assist with hardware installation, basic electrical troubleshooting, and software/app support.
• Troubleshoot and resolve issues with home automation integrations, including Alarm.com, Control4, Savant, Josh.ai, Crestron Home, Google Home, Alexa, and more.
• Create documentation for end users on common troubleshooting steps.
• Diagnose and provide clear advice to solve problems related to our smart home devices and mobile applications.
• Support integrators and electricians in configuring devices.
• Log all correspondence and actions in the company's systems to maintain a comprehensive record and improve product development.
• Maintain composure and a positive attitude during challenging situations.
• Escalate customer issues to the appropriate team members when necessary.
• Perform administrative support tasks, such as processing invoices, shipments, and returns.

Qualifications:

• 3+ years of experience supporting hardware and/or software products, with a strong emphasis on home automation or consumer electronics.
• Familiarity with home automation ecosystems such as Alarm.com, Control4, Savant, Josh.ai, Creston Home, or similar platforms.
• Demonstrated technical aptitude and excellent communication skills.
• Hands-on experience configuring and troubleshooting whole-home automation systems.
• Background in networking for smart homes, including advanced WiFi, mesh networks, and router configuration.
• Proficiency in assisting users with Android and iOS platforms.
• Experience with common ticketing and service tools such as: Zendesk,Hubspot, Aircall, etc.
• Ability to explain technical tasks to individuals with varying levels of technical knowledge.
• Experience creating or improving technical documentation, knowledge base articles, or training resources.
• Basic understanding of household wiring.

What Will Make You Successful in This Role:

• Competence in time management, prioritization and organizational skills.
• Strong verbal and written communication skills, with the ability to translate technical issues into understandable terms for end users.
• An affinity for understanding how technology works.
• Confidence in assisting customers promptly, either on the spot or after further investigation.
• Desire to never stop learning.
• A positive team first attitude.

What a Typical Day Will Look Like:

At Deako, no two days are exactly the same, but here’s what you can expect in this role:

• Begin your day by being available on the phones, ready to take inbound calls from homeowners, electricians, and integrators who rely on Deako.
• Balance phone support with responding to tickets and chats, prioritizing urgent requests to keep projects on track.
• Troubleshoot technical issues for homeowners, electricians, and integrators, often walking them step-by-step through solutions over phone, chat, or email.
• Collaborate with teammates to share updates, escalate complex cases, and brainstorm fixes.
• Document solutions in our knowledge base so both customers and colleagues can benefit from your expertise.
• Work cross-functionally with engineering and product teams to give feedback on recurring issues and suggest improvements.
• Jump into team huddles to review goals, celebrate wins, and align on priorities.
• End the day by following up on any ongoing cases to ensure our customers never feel left in the dark.

Deako Lighting Core Values:

• Driven: We are quick learners, innovators, and endlessly curious. We absorb information from diverse sources to continually refine our approach.
• Focused: We tackle challenges one at a time, prioritizing where we can make the most immediate and impactful difference.
• Transparent: We embrace both successes and setbacks. Innovation is born from problem-solving, and we cultivate a trustworthy environment where all issues can be discussed openly.
• Respectful: We engage respectfully at all times, valuing all contributions and challenging ideas constructively.
• Team-first: Our collective strength fuels our success. We value our community of partners and customers and recognize that our achievements are a result of our collaborative efforts.
• Accountability: Define success, measure results, and hold yourself and your teammates accountable. To reach our full potential as a company and as individuals, we must fully understand our successes and our shortcomings

Benefits Overview:

• Competitive Salary: $55,000-$70,000 annually, commensurate with experience, qualifications and cost of living in your specific location.
• Stock Options: Your contribution to Deako’s success is acknowledged with stock options, aligning your interests with company growth.
• Untracked PTO: We believe in work-life balance and trust you to manage your time effectively with untracked paid time off.
• Comprehensive Health Benefits: Enjoy peace of mind with medical, dental, and vision coverage. Protect your future with life insurance and build savings with our 401K plan.