Job Details
**Customer Service Representative**
Full-Time in San Mateo, CA - Support **About Nexkey**
Nexkey is a multiple award-winning IoT tech startup company in Silicon Valley focused on designing access control devices for the SMB market and beyond. How we access physical spaces hasnt changed or significantly improved for hundreds of years we still use keys. Nexkey is the first company on the market to resolve the issue of providing keyless access to ANY physical space (not just doors!) with the advent of their three industry-changing wireless products that have completely revolutionized the access control space.
**Responsibilities**
* Manage customer technical support and RMA cases through phone and email submission
* Work alongside the Customer Success team to schedule customer service calls
* Maintain positive relationships with every customer you engage
* Conduct Nexkey product walk-throughs with new and existing customers
* Document each customer engagement and escalate issues to product teams
* Communicate potential product issues to software/hardware teams
* Communicate customer feedback about all products and services
* Research new methods to improve processes, efficacy and cost reduction
**Qualifications**
* Minimum of 2 years experience as a Customer Service Representative or in a customer-facing role
* Proficient in troubleshooting issues
* Preferred knowledge of Bluetooth & WiFi
* Ability to identify opportunity areas and present viable solutions for the department
* Excellent interpersonal skills with the ability to communicate efficiently with individuals at all seniority levels
* Excellent written and verbal communication skills
* Experience with common SaaS applications such as Slack and Zendesk
* Experience with managing online communities or social media accounts a plus
* Experience with door locking hardware such as electric strikes/mag locks a plus
**The Team**
Nexkey is a smart, dedicated, and agile team. Most of the time youll 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 its 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 youre 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.