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about 1 month ago
Requirements and responsibilities
About us: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. 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.Role OverviewWe 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.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.Key ResponsibilitiesTechnical Support & TroubleshootingRespond to customer inquiries related to product setup, usage, and maintenanceDiagnose and resolve both common and complex technical issuesGuide customers through step-by-step solutions in a clear and easy-to-follow mannerProvide proactive recommendations to prevent recurring issuesCustomer CommunicationHandle support requests via chat and email with speed and accuracyPerform outbound calls when requested or required to resolve issuesDeliver a high-quality, empathetic customer experience in every interactionTranslate technical information into simple, customer-friendly languageWarranty & Replacement ManagementAssess warranty eligibility based on company guidelinesAssist customers in submitting and completing warranty claimsCreate and process replacement orders in Shopify and fulfillment systemsEnsure smooth resolution from issue identification to replacement deliveryDocumentation & FeedbackAccurately document customer cases and resolutionsContribute to internal knowledge base improvementsIdentify recurring product issues and share feedback with internal teamsHelp improve support workflows and processes over timeRequired Skills & ExperienceExperience in technical support, customer service, or a related roleStrong troubleshooting and problem-solving skills with attention to detailExcellent written and verbal communication skillsCustomer-first mindset with the ability to handle challenging situations professionallyAbility to explain technical concepts in a clear and simple wayComfortable working with support tools such as: ○ Gorgias (or similar helpdesk platforms)○ Shopify (or similar e-commerce systems)What Makes You ExceptionalYou enjoy solving problems and figuring out “why” something isn’t workingYou can stay calm and structured when handling complex or unclear issuesYou communicate clearly without overwhelming the customerYou take ownership of cases from start to finishYou notice patterns and proactively suggest improvementsYou care deeply about delivering a premium customer experienceWhy This Role MattersCustomer 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. You will be on the front lines of that experience.
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