Customer Support Specialist

ABOUT:
Nexkey is changing the way people experience access to physical spaces. We believe that the future is keyless and access should be more frictionless than it is today.
 
Today, we may use a keycard for the office, keypad for the garage, and various keys for everything else. Nexkey will be the one glue between your digital identity and physical space. For that to happen, we believe smarter access should be available for every type of business, not just the big guys.
 
That’s why Nexkey created the most affordable, effortless, and compatible access control platform in the industry.
 
Over 5,000 users joined the Nexkey Platform in the first six months since it was introduced to the world. The company continues to experience explosive growth in users and customers.  It’s a great problem to have, but it takes critical talent to build and scale a successful startup.  We’re a company backed by leading VCs, including Upfront Ventures and K9 Ventures, with a mission to revolutionize digital identity software and hardware globally, so we need game-changers that are up for that challenge.  

Overview:
Nexkey is seeking a Customer Success Specialist to add to its Software team.  As a Customer Success Specialist, you will work closely with the Head of Software, Head of Hardware and Partner Success Specialist. You will interface with clients on a daily basis primarily via phone and email, diagnosing and resolving critical hardware and software issues, so you must have proven experience learning and being comfortable with different technologies.  Critical to this role is understanding the value of providing high-touch customer support, creating an exceptional customer experience and staying cool under pressure.

You will be responsible for learning and understanding our products and technologies and become the “in-house” expert, and use that knowledge to resolve customer issues.  This includes you having to not just identify problems but play an active role in preventing future issues by compiling a list of test routines and regularly performing tests to monitor the health of the system as a whole. This position reports to the Head of Software and will be based in our office in downtown San Mateo, and requires you to be onsite.  This is not a remote work opportunity.
 
Responsibilities:
  • Address, prioritize, and close customer issues logged via email, bug report and live chat. 
  • Heavily influence support processes and shape the tone of Nexkey’s customer support on a rapidly growing team.
  • Occasionally jump on the phone with customers or use screen-share tools to help diagnose and resolve hardware, software, or workflow problems quickly. 
  • Willingness and ability to work and be available at odd hours sometimes due to the nature of having to assist customers and clients at any given time . 
  • Work within a close-knit team to identify trends, bugs, and maintain accurate reporting. 
  • Become adept at troubleshooting a wide range of issues across hardware (mobile devices, power supplies), wireless connectivity, and software products. 
  • Test new releases of Nexkey Software and Hardware
  • Document issues and provide feedback to hardware and software teams 
  • Tailor your communication among administrators, employees, and end-users seeking support. 
  • Escalate issues to technical team if issues cannot be resolved directly
  • Surface common customer issues and help refine processes within the client success team. 
  • Build relationships with existing customers and check in with them for product feedback
  • Be the voice of our valued customers and champion feature requests to the product team.
  • Provide training to new customers via web conference and phone
 
Qualifications: 
  • 2+ years of work experience in a customer support role.
  • Previous proven experience learning new technologies quickly. 
  • Previously worked in a role that involved regularly engaging with customers via email. 
  • A desire to go above and beyond to help customers achieve the best experience. 
  • Passion for problem-solving and the right attitude and aptitude for learning new technology in a fast-paced environment. 
  • A good comfort level with iOS and Android mobile devices including troubleshooting.
  • Excellent written and verbal skills; ability to explain the complex in a simple manner. 
  • A skill for translating complex technical steps into easy to understand language.  
  • Experience with support tools and platforms like Zendesk and Intercom preferred.
  • Familiarity with Hubspot or similar CRM tools preferred.
  • Previous experience working for a startup.
 
Desired:
  • Knowledge and experience setting up and troubleshooting network equipment (eg WiFi Routers) is a plus, but not required.
  • Basic understanding of locks and lock hardware is a plus, but not required.
 
THE TEAM:
 
Nexkey is a smart, dedicated, and agile team. Most of the time you’ll see everyone with all-hands on deck working on the next big feature, or huddled in a conference room discussing opportunities to redesign processes that improve our customer loyalty and experience. We are obsessed with our products, and passionate about changing the digital identity industry.  We are a team that likes to have fun together, whether it’s in-office events or grabbing lunch or Happy Hour drinks in one of the many amazing spots around downtown San Mateo. 
 
We are looking for people that promote and set the example for what it means to be a team player, and communicate with everyone in a way that promotes trust and respect across the board. You will have an opportunity to make a huge impact right away, and help create an inspiring and engaging culture for the company. If these values coincide with what you’re seeking, then we would love to hear from you.
 
Equal Opportunity Employer Clause:
 
We value a diverse workplace. Nexkey is an Equal Opportunity Employer. Your age, race, gender, sexual orientation, religion, disability, or any other applicable legally-protected characteristics make no difference to us. If you are smart, good at what you do, and want to work hard to build innovative software and products that will revolutionize the digital identity and access control industry then come as you are!
 


Unsolicited Resumes:  
 
Nexkey will not pay a fee to any employment, staffing agency or third party for the referral of candidates for this, or any, open position unless the agency or third party has signed a formal agreement by an authorized member of the Human Resources department, or the CEO.  Unsolicited resumes from said agencies or third parties of any kind will become the property of Nexkey and will be considered gratuitous, no-fee referrals.

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