91 Technical Assistance jobs in Bellevue
Technical Support Specialist - VOIP solutions
Posted 6 days ago
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Job Description
Job Description
Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes
Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.
Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $0 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte's 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit:
We are seeking Technical Support Specialists to provide top-notch customer support for Zenoti's VOIP solution, Hyperconnect. You will work from our Seattle-area HQ, interfacing with customers to troubleshoot real-time communication issues, investigate network and browser-based problems, and guide customers through critical voice workflows. Your role will directly impact business continuity for clients and ensure the reliability of Hyperconnect during daily operations. This is a high-visibility role working on a high-growth product.
Key Responsibilities
- Provide technical support to customers using Hyperconnect, with a focus on real-time troubleshooting and resolution
- Analyze call quality issues (packet loss, jitter, latency, dropped calls) and escalate when necessary
- Investigate end-user device setup issues (browser, OS, telephone, microphone/speaker, permissions)
- Collaborate with internal engineering and product teams, and third-party providers, to escalate and triage VOIP-related bugs or service degradation
- Document solutions and contribute to the Hyperconnect knowledge base and playbooks
- Participate in shift coverage. Employees will work 40 hours per week but shift assignments range from 6am-6pm Monday-Saturday and 7am-5pm Sunday. Weekend assignments will rotate.
- Act as an internal subject matter expert for Hyperconnect across the broader support team
- Proactively identify and recommend improvements in product reliability and user experience
- Will require broader knowledge of the Zenoti platform and participation in non-VOIP support activities as assigned.
Qualifications
Must-Have:
- Customer service aptitude
- Demonstrated sense of urgency
- Aptitude for technical support, help desk, or NOC role supporting VOIP or real-time communication solutions
- Familiarity with SIP, WebRTC, and browser-based voice interactions
- Understanding of network concepts: firewalls, ports, packet inspection, DNS, NAT
- Experience using tools such as Browser Dev Tools, Wireshark, or VOIP monitoring dashboards
- Clear communication skills, both written and verbal – able to calmly explain complex technical topics
- Ability to work on-site in Bellevue, WA in a rotating shift-based environment
Nice-to-Have:
- Experience supporting Zenoti or other SaaS business management software
- Exposure to appointment scheduling, contact center, or front-desk business processes
- Experience in the retail or service industry
- Prior work in a spa, salon, fitness, or wellness business
- Familiarity with Twilio, Agora, or other CPaaS platforms
- Basic scripting or familiarity with API interactions a plus
Zenoti Pay Range
$55, 00—$7 ,000 USD
Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Customer Support Specialist
Posted 14 days ago
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Job Description
Key Responsibilities:
- Serve as the primary point of contact for customer inquiries via phone, email, and chat, providing timely and accurate information.
- Diagnose and troubleshoot technical issues, guiding customers through steps to resolve problems or escalating to appropriate teams when necessary.
- Document all customer interactions and resolutions thoroughly in the CRM system.
- Educate customers on product features, functionalities, and best practices to maximize their experience.
- Identify and escalate priority issues to the appropriate internal teams (e.g., engineering, sales, product).
- Collaborate with product and development teams to relay customer feedback and contribute to product improvements.
- Maintain a high level of professionalism and customer service at all times, even in challenging situations.
- Meet or exceed individual and team performance metrics, including response times and customer satisfaction scores.
- Stay up-to-date with product knowledge, service updates, and industry trends.
- Participate in team meetings and training sessions to enhance skills and knowledge.
- Proactively identify opportunities to improve the customer experience and streamline support processes.
- Assist with creating and updating knowledge base articles and FAQs for common issues.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 2-3 years of experience in a customer service or technical support role, preferably in a technology-driven environment.
- Excellent verbal and written communication skills, with a clear and patient demeanor.
- Strong problem-solving and analytical abilities, with a knack for troubleshooting.
- Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk tools.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Technical aptitude and ability to quickly learn new software and systems.
- Empathy and a genuine desire to help customers.
- Ability to work both independently and collaboratively within a team.
- Flexibility to work occasional evenings or weekends if required by business needs.
- Prior experience in SaaS, software, or IT support is a significant advantage.
This full-time, hybrid position offers a competitive hourly wage, comprehensive benefits, and excellent opportunities for career advancement within a supportive and innovative company. Our client prides itself on its customer-centric approach and values employees who are dedicated to delivering outstanding service. If you are a motivated Customer Support Specialist looking for a rewarding role, we encourage you to apply.
Customer Support Representative
Posted 14 days ago
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Job Description
Key Responsibilities:
- Provide first-class customer support via phone, email, and chat, addressing inquiries, troubleshooting technical issues, and guiding users through product features.
- Actively listen to customer concerns, diagnose problems, and provide clear, concise, and accurate solutions.
- Document all customer interactions, technical issues, and resolutions thoroughly in the CRM system.
- Escalate complex or unresolved issues to the appropriate internal teams (e.g., engineering, product development) and follow up to ensure timely resolution.
- Maintain a comprehensive knowledge of our client's products, services, and common user issues.
- Identify recurring customer issues and contribute to the development of FAQs, knowledge base articles, and training materials.
- Collaborate with the product team to provide valuable customer feedback for product improvements and new feature development.
- Participate in ongoing training and development sessions to enhance product knowledge and support skills.
- Adhere to all company policies, procedures, and service level agreements.
- Strive to achieve high levels of customer satisfaction and positive feedback.
- High School Diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 2-3 years of experience in a customer service or technical support role, preferably in a call center or helpdesk environment.
- Proven ability to troubleshoot technical issues and explain complex information clearly to non-technical users.
- Excellent verbal and written communication skills, with a professional and friendly demeanor.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Strong problem-solving skills and a patient, empathetic approach to customer interactions.
- Ability to work independently and manage time effectively in a remote work environment.
- Reliable internet connection and a dedicated, quiet home office space.
- Experience with Google Suite or Microsoft Office products.
- Experience supporting software-as-a-service (SaaS) products.
- Familiarity with basic networking concepts.
- Bilingual abilities (especially Spanish) are a plus.
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