nowledge and resolve customer complaints, requests, and issues effectively and efficiently. Provide accurate information about our products and services to customers. Troubleshoot and resolve technical issues customers may encounter with our products. Escalate unresolved issues to the appropriate internal teams and follow up to ensure timely resolution. Maintain a positive, empathetic, and professional attitude toward customers at all times. Collaborate with other departments to ensure a seamless customer experience. Keep accurate records of customer interactions, transactions, comments, and complaints. Identify and escalate trends of compounding customer issues, such as product outages. Guides users through App installations, Activation flows, and common platform challenges Communicates with a warm, empathetic tone aligned with brand values. Utilizes internal documentation to resolve inquiries or escalate when necessary. Requirements High Empathy Experience in a direct-to-consumer or technology company. Familiarity and experience with troubleshooting software technologies – such as Software-as-a-Service, web apps, mobile apps, etc Familiarity and experience with troubleshooting TV-related technologies — such as HDMI, cable standards, and Multi-Service Operators (MSOs) Proficiency in using help desk software and CRM systems for example, HubSpot Service Hub. Familiarity with a technology solution that is dependent on both hardware and software components (i.e. Smar
