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<p><strong>Technical Support Representative</strong> <br><strong>(Customer Support + Troubleshooting)</strong> </p>
<p> <br><strong>About us:</strong> </p>
<p>Our company is a premium humidifier brand originally designed in Korea, known for our stainless steel water tanks, filter-free system, and elevated design. We operate across the US, Canada, and Australia, with strong seasonal performance in Q4 and continued growth year over year. <br> <br>As we continue to scale, delivering a seamless and high-quality customer experience is critical. We are looking for a Technical Support Representative to support our customers with product troubleshooting, warranty claims, and post-purchase care. </p>
<p> <br><strong>Role Overview</strong> </p>
<p>We are looking for a detail-oriented and customer-focused Technical Support Representative who can confidently troubleshoot product-related issues and guide customers through solutions step-by-step. </p>
<p>This role sits at the intersection of customer experience and technical knowledge — requiring both empathy and strong diagnostic thinking. You will support customers via chat, email, and occasional outbound calls, ensuring issues are resolved efficiently while maintaining a premium brand experience. </p>
<p> <br><strong>Key Responsibilities</strong> </p>
<p><strong>Technical Support & Troubleshooting</strong> </p>
<ul><li>Respond to customer inquiries related to product setup, usage, and maintenance </li><li>Diagnose and resolve both common and complex technical issues </li><li>Guide customers through step-by-step solutions in a clear and easy-to-follow manner </li><li>Provide proactive recommendations to prevent recurring issues </li></ul>
<p><strong>Customer Communication</strong> </p>
<ul><li>Handle support requests via chat and email with speed and accuracy </li><li>Perform outbound calls when requested or required to resolve issues </li><li>Deliver a high-quality, empathetic customer experience in every interaction </li><li>Translate technical information into simple, customer-friendly language </li></ul>
<p><strong>Warranty & Replacement Management</strong> </p>
<ul><li>Assess warranty eligibility based on company guidelines </li><li>Assist customers in submitting and completing warranty claims </li><li>Create and process replacement orders in Shopify and fulfillment systems </li><li>Ensure smooth resolution from issue identification to replacement delivery </li></ul>
<p><strong>Documentation & Feedback</strong> </p>
<ul><li>Accurately document customer cases and resolutions </li><li>Contribute to internal knowledge base improvements </li><li>Identify recurring product issues and share feedback with internal teams </li><li>Help improve support workflows and processes over time </li></ul>
<p><strong>Required Skills & Experience</strong> </p>
<ul><li>Experience in technical support, customer service, or a related role</li><li>Experience in troubleshooting a product is a <strong>MUST.</strong> e.g, Bloop pressure measurement tools, Humidifier, Home appliances etc.</li><li>Experience in high-volume ticketing is an advantage.</li><li>Strong troubleshooting and problem-solving skills with attention to detail </li><li>Excellent written and verbal communication skills </li><li>Customer-first mindset with the ability to handle challenging situations professionally </li><li>Ability to explain technical concepts in a clear and simple way </li><li>Comfortable working with support tools such as: </li></ul>
<p>○ Gorgias (or similar helpdesk platforms) </p>
<p>○ Shopify (or similar e-commerce systems) </p>
<p><strong>What Makes You Exceptional</strong> </p>
<ul><li>You enjoy solving problems and figuring out “why” something isn’t working </li><li>You can stay calm and structured when handling complex or unclear issues </li><li>You communicate clearly without overwhelming the customer </li><li>You take ownership of cases from start to finish </li><li>You notice patterns and proactively suggest improvements </li><li>You care deeply about delivering a premium customer experience </li></ul>
<p><strong>Why This Role Matters</strong> </p>
<p>Customer experience is a core pillar of our company’s brand. Every interaction is an opportunity to build trust, reinforce quality, and turn customers into long-term advocates. This role plays a critical part in ensuring our customers not only receive support — but feel confident, cared for, and satisfied with their experience. <br> <br>You will be on the front lines of that experience. </p>
