User Experience Technical Support Specialist
3 weeks ago
Job Summary
Enterslice is seeking a talented User Experience Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for providing comprehensive and efficient support to our global user base.
About the Role
In this role, you will become a product expert and be responsible for resolving requests, providing product UI/UX improvements, and interacting with product development teams and key stakeholders.
Responsibilities
- Become a product expert in designated fields, including wireless technologies, routing & switching, security & VPNs, security cameras, VoIP phones, and door access systems.
- Be the first point of contact for our users and provide personalized action plans that resolve their issues and provide a larger context of their origin and impact.
- Obtain necessary background information, qualify the nature of each support interaction, and inform advanced technical support engineers to create product improvements.
- Prioritize requests based on severity and brand liability, respond efficiently and insightfully to reinforce our team's mission, and act as a brand advocate to minimize friction and maximize positive impact.
- Perform hands-on testing with provided homelab equipment to identify potential UX dead-ends, reproduce known ones, and propose areas of improvement.
- Stay up to date on the latest Ubiquiti products and features.
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