L1 Support Engineer

XOi Technologies is powering a world in which people and equipment are connected, decisions are transparent, and quality outcomes are predictable. XOi is the market leader in “curb-to-curb” technician enablement solutions, empowering techs to safely capture—and access—critical job site information, launch remote support, and provide customers photos and videos of recommended and completed work. Field services technicians across the nation utilize our suite of products to increase efficiency and performance on the job, streamline communication, build skills and gain data insights to be unlocked and shared with the entire ecosystem.

In an industry that is increasingly evolving through innovative software solutions and AI, XOi is excited to be at the forefront building the ecosystem that allows data to be created and delivered every time equipment is touched by any technician on mission critical job sites.

We are looking for our front line warrior to join our team as an L1 Support Engineer. As our L1 Support Engineer, you will be the first point of contact with our customers when they experience issues with our software, their log-ins, or other customer issues. . You will be challenged with triaging, troubleshooting and resolving all incoming support issues aligned with our Service Level Agreements (SLAs) with our customers.

Responsibilities:

• Proactive team member with a great attitude

• Resolve software and technical questions for customers efficiently and effectively

• Own customer technical support issues from beginning to end including regular and clear communication to customer throughout each step in the resolution process

• Manage customer expectations by meeting all response time and communication as defined by individual customer service level agreements.

• Reproduce, confirm, document, and escalate issues to L2 Support team and Engineering appropriately

• Become a product functionality expert (eg, XOi Vision Live, SightCall, Streem) and provide expertise to customers and key cross functional teams (eg, Customer Success)

• Critically assess all call requests and needs of customers, identify and document important trends, issues, and training opportunities to be be regularly added to our product’s knowledgebase to ensure information is available to our customers and internal resources

• Operate with sensitivity around XOi processes, policies, and procedures, as well as maintain and protect confidentiality around all aspects of our customers

Requirements:

• You have the ability to empathize with customers and can convey confidence that you can resolve their issue

• Basic understanding (or keen interest to learn!) of mobile devices and apps including Android and iOS versions, settings and varying functionality of devices in use, including but not limited to understanding of the App Store and Google Play Store, mobile camera use and settings, and file types

• Excellent organizational skills and being mindful of time, KPIs, SLAs, and individual and departmental goals and objectives in serving our customers

• Natural problem solver and love finding solutions to complicated issues

• Active and engaged listener with an ability to effectively and articulately communicate through verbal and written communication

• You have an understanding of and/or an appreciation for the skilled trades and being a part of making their lives easier

• Comfortable working in a dynamic environment where needs and issues are constantly changing
  

Bonus Skills:

• Previous technical support or customer service experience

• Previous experience with Zendesk, Atlassian, and/or other support tools

• Previous experience with technical writing or Help Desk documentation

• Familiarity with HVAC, plumbing, and electrical terminology

You are someone who:

• Regularly puts yourself in customers’ shoes and take the right action to support the needs of our customer to solve the right problem at the right time

• Is passionate about providing an exceptional customer experience and regularly identify and communicate opportunities for improvement

• Views your profession as your craft and continuously pursues excellence in your work.

• Thrives in a fast-paced, high-growth company

• Loves to win, but never allows success to breed complacency or diminish your desire to learn, grow, and improve

• Thinks critically about our business and customers, is not afraid to speak up when you observe a weakness, threat, or opportunity, and takes action to the best of your capacity and ability

• Does the right thing—even when it’s hard and especially when time and money are on the line
  

XOi Technologies is an Equal Opportunity Employer

At XOi, we value individuality and the unique qualities we all bring to an organization. We believe we all bring experiences that have an incredible impact on our product and the experience our customers gain from using our products. We do not discriminate against employees based on race, color, religion, sex, national origin, gender, identity or expression, age, disability, pregnancy (including childbirth or other related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.

This is a remote position.