Customer Support Specialist

OLOID is a passwordless authentication platform tailored for frontline workers and shared devices. Fortune 500 companies in manufacturing, retail, healthcare, pharmaceuticals, and other frontline industries rely on OLOID to securely authenticate deskless workers using non-smartphone enabled factors such as face, NFC, RFID badges, etc., all while meeting strict security and regulatory requirements. Headquartered in Sunnyvale, California, OLOID is backed by leading investors including Dell Technologies Capital, Yaletown Partners, Honeywell Ventures, Okta Ventures, Unusual Ventures, and Emergent Capital.

Job Summary:

The Customer Support Specialist will be responsible for providing technical assistance and support to customers during the night shift hours. This role requires a strong technical background, excellent communication skills, and the ability to troubleshoot and resolve complex issues effectively.

Key Responsibilities:

• Respond promptly to customer inquiries and technical support requests during the night shift.
• Provide technical assistance and support for software, hardware, and network-related issues.
• Troubleshoot and resolve customer issues remotely or via phone & email.
• Identify and escalate priority issues to appropriate teams or levels of management as needed.
• Document customer interactions, technical solutions, and troubleshooting steps accurately.
• Collaborate with internal teams to resolve customer issues and improve product quality.
• Stay updated on product features, updates, and troubleshooting techniques.
• Maintain a positive, professional, and customer-focused attitude at all times.
• Meet or exceed customer service and performance targets.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum 5 years of experience in a technical support or customer support role.
• Strong technical knowledge of software, hardware, and networking concepts.
• Excellent communication skills, both written and verbal.
• Ability to effectively communicate technical information to non-technical customers.
• Experience with ticketing systems and remote support tools.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Willingness to work night shifts

Experience: 5 to 10 years

Shift Timing: 12:00 AM – 8:00 AM (IST)

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