Customer & Device Support Specialist

Are you a tech-savvy problem solver with a passion for delivering exceptional customer support? We’re looking for a dedicated Customer & Device Support Specialist to join our global operations team. In this role, you’ll be the front line of support for our cutting-edge sensor and camera network — ensuring devices stay healthy, data remains accurate, and customers receive top-tier service every step of the way.You’ll proactively monitor network performance, troubleshoot device issues, and manage customer support tickets through platforms like Zendesk. Your attention to detail and ability to stay composed under pressure will be key as you perform video audits, validate data accuracy, and communicate effectively with internal teams and clients.We’re seeking someone with 3–5 years of experience in customer or technical support, strong English communication skills, and a knack for resolving technical challenges independently. If you’re detail-oriented, thrive in a structured environment, and are excited by the chance to work with a global team, this opportunity is for you.Job Highlights:Contract type: Independent ContractorSchedule: Must be flexible to work in a shifting schedule to support extended team coverage between 16 hours per day, Monday to Friday. Willingness to potentially adapt to a Saturday schedule in the future is a plus.Rate: Up to Php431 per hour approximately PHP74,743 per month (to be paid on the selected candidate's local currency)Key Responsibilities:Device Monitoring & Network HealthProactively monitor the health and status of the global sensor and camera network using a variety of network monitoring reports.Identify devices that are offline or indicating poor health and perform Level 1 troubleshooting.Follow up with internal technical teams or client contacts to troubleshoot and resolve issues.Escalate complex technical issues that cannot be resolved at Level 1 to the Level 2 technical team for further investigation.Count Audit ManagementProcess count audit requests initiated by both internal teams and customers to verify the accuracy of device data.Conduct initial Level 1 troubleshooting to assess if a device issue is affecting data accuracy.For sensor devices, raise tickets to schedule field video audits. For camera devices, remotely access pre-recorded or live video feeds.Perform video audits by watching footage, manually counting people entering or passing the store, and validating the counts against the device's automated data.Customer Support & Ticket ManagementEfficiently triage, handle, and resolve customer support tickets via Zendesk within defined Service Level Agreements (SLAs).Maintain professional and clear communication with clients, which may include phone calls and written updates, to troubleshoot issues and drive satisfaction.Identify recurring or systemic support issues and provide upward feedback to improve client outcomes and business processes.Contribute to the customer support knowledge base by updating articles, FAQs, and ticket fields to enable faster resolution.Essential Skills, Qualifications, and Knowledge:Proven Experience: At least 2-3 years of experience in a customer support role, preferably in a mid-level capacity. Experience in a technical support or device monitoring environment is a strong advantage.Communication Skills: Excellent verbal and written English communication skills. You must be able to articulate information clearly and professionally to clients via phone and email. A clear, understandable accent is required.Technical Proficiency: Proficiency with Zendesk or a similar customer support ticketing system (e.g., ServiceNow) is highly desirable.Problem-Solving: A solid understanding of the triage process and strong problem-solving skills for effective Level 1 troubleshooting.Attention to Detail: Keen attention to detail is critical for accurate video auditing and device monitoring.General Responsibilities:Maintain superior levels of service standards to ensure the highest level of client satisfaction.Adhere to all operational procedures as outlined by the company (e.g., attendance, punctuality, execution of leave procedures).Interact positively with staff members to foster a harmonious and collaborative global working environment.Ensure all company-provided equipment (laptop, phone, etc.) is used in accordance with company procedures.Perform any other relevant duties as directed by management.RequirementsProven Track Record: 3-5 years of experience in a mid to semi-senior customer or technical support role, with a history of stable tenure.Technical Proficiency: High proficiency with Zendesk or similar enterprise ticketing systems (e.g., ServiceNow).Expert Communicator: Flawless verbal and written English communication skills, with the confidence to handle client calls and emails independently.Autonomous Problem-Solver: A self-starter with demonstrated ability to troubleshoot complex issues with minimal supervision.High Flexibility: Willingness to work a shifting schedule to provide 16-hour coverage, Monday to Friday, with potential for future Saturday work.BenefitsIndependent Contractor Perks:HMO Coverage for eligible locationsPermanent Work from HomeImmediate HiringSteady Freelance JobReminder:Apply directly through the link provided; you will be redirected to BruntWork’s Career Site. You must complete your application through this link to fulfill the initial requirements, which include pre-screening assessment questions, a technical check of your computer, and a voice recording. Applications with complete requirements will be prioritized.Please note that this is a permanent work-from-home position under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection. As independent contractors, they will be responsible for managing their own benefits and taxes. Professional fees are based on hourly rates, which will be determined by performance during the application process.ZR_28749_JOB