Technical Support/ Customer Support Associate

We are seeking a versatile Technical Support / Customer Support associate to provide world-class

assistance to our international customer base. In this role, you will be the primary point of contact for

a range of needs from pre-sales inquiries to subscription and order management.

The ideal candidate blends technical aptitude with a customer-first mindset, taking full ownership

of issues until they are resolved. You will handle multi-channel support (Voice & Chat), ensuring a

seamless experience across the entire customer lifecycle.

Key Responsibilities:

Customer Experience & Order Management:

• End-to-End Support: Act as the primary lead for international customer inquiries via phone

and chat.

• Account & Sales Support: Manage the full order lifecycle, including pre-sales consultations,

subscription management, invoice processing, and refund requests.

• Sales Conversion: Use product expertise to highlight features and promote the product,

converting inquiries into sales opportunities.

• Case Ownership: Monitor and follow up on open cases, providing consistent updates to

customers until a resolution is achieved.

• Documentation: Maintain precise, detailed records of all interactions within the

CRM/ticketing system in accordance with company protocols.

Technical Troubleshooting:

• Hardware & Software Support: Candidates should have a basic understanding of camera

hardware, application installation, and system setup.

• Connectivity & Networking: Basic knowledge of home Wi-Fi setups, including how to help

customers connect devices to a wireless network and assist with account or password

configurations.

• Escalation Management: Efficiently triage complex technical cases to Level-2 engineering or

specialized Customer Care teams across global locations.

Required Qualifications & Skills:

• Experience: Proven track record in international customer support (Voice and Chat) for

consumer technology products in a sales environment.

• Technical Proficiency: Basic understanding of hardware setup, software installation, and

networking concepts.

• Communication: Exceptional verbal and written English communication skills, with the

ability to explain technical concepts to non-technical users.

• Soft Skills: Strong sense of accountability, multitasking abilities, and a proactive approach to

problem-solving