Customer Support Specialist

5 months ago

Ottawa, Canada NUVYYO Full time

**Our Company**
Recognized by Forbes as one of the top ten companies reinventing the TV industry, Nuvyyo is a growing consumer electronics and app development company based in Ottawa, Ontario. Founded in 2010, we are leading innovation in the Over-The-Air TV industry in both the US and Canada.

Building on our first mobile media streaming system, in 2014 we launched Tablo, a DVR that targets the fast-growing Over-the-Air TV market. Tablo is the only Whole-Home OTA DVR system that combines the functionality of a DVR with the convenience and mobility of software apps for smartphones, tablets, computers, streaming set-top-boxes, and internet-connected gaming platforms. Tablo makes it easy to discover, watch and record free over-the-air (OTA) HDTV anywhere, anytime, on any device.

**Opportunity**
The **Customer Support** position reports to the Customer Success Manager. As part of the customer support and success team, you will be responsible for providing customer service and support to end-users while making customers and their needs your primary focus; developing and sustaining positive customer relationships and working with the Quality Assurance resources to ensure that Nuvyyo delivers bug-free products to the marketplace.

**Desired Attributes**
- High-Geekery: You’re infatuated with consumer technologies including TVs, smartphones, tablets and computers as well as streaming media devices like Roku, Chromecast, Apple TV, Amazon Fire TV, etc.
- TV Fan: You watch and enjoy TV, movies, news and/or sports and can pick up on TV/Movie references from your fellow TV-loving coworkers.
- Self-Starter: You possess a keen desire to make a real difference within an organization by taking ownership and pride in your work and by offering to step up without being asked when opportunities arise to make the company and product more successful.
- Service-Oriented: You enjoy talking to people and helping them get the most out of their Cord-Cutting setup with Tablo OTA DVR quickly and efficiently.

**Duties and Tasks/Essential Functions**
- Provide solutions to customers by identifying problems, researching answers, guiding customers through corrective steps as quickly and efficiently as possible.
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
- Diagnose and resolve technical hardware and software issues.
- Research required information using available resources including the website, knowledge base, internet, and product documentation.
- Follow standard processes and procedures; including first-in, first-out support queue processing.
- Identify and escalate priority issues through proper channels, redirecting problems to appropriate resources.
- Follow up and make scheduled call backs to customers where necessary in order to maintain our commitment to respond to all inquiries within 24 hours.
- Stay current with hardware, firmware, and software system information, changes and updates.
- Communicate complex technology steps, ideas and principles in clear, concise terms that are easy for the average consumer to understand.
- Recognize and identify emerging patterns and trends, capturing data that will allow the team to reproduce the issue for testing and bug fixes.
- Listen carefully in order to recognize a common issue being described in a unique way, and conversely when a common complaint is actually indicative of a unique/new issue.

**Education, Skills, and Knowledge Qualifications**
- Knowledge of customer service principles and practices.
- Ability to speak and write clearly and accurately in English.
- Demonstrated proficiency in English grammar.
- Ability to take proper courses of action to ensure that work product is completed efficiently.
- Ability to de-escalate and maintain control of a phone call in order to complete all phone inquiries as promptly as possible while providing a positive experience to our customers.
- Ability to prioritize efforts to ensure the needs of customers are met in a timely fashion.
- Multi-tasking capabilities.
- Ability to adapt to changing environment.
- Experience with home networking (e.g. Wi-Fi, routers, port forwarding, etc.) is an asset.

Beyond a competitive salary and benefits package, Nuvyyo offers a **hybrid work environment**, with most employees working from home much of the time. Our office is in the heart of Kanata's technology hub with free parking and easy access to transit. The role would, on occasion, be required to work from the office, and therefore would need to live within driving distance to Kanata, ON.

To apply, please include your cover letter with your resume. We thank all applicants for their interest, but we will only acknowledge those applicants to whom we will offer an interview.

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