Customer Support Specialist

Customer Support Specialist
at Hologram
Remote (US Only)
The future, as we see it, has millions of devices connected to the internet - everything from citywide bike-sharing systems to smarter heart monitors to internet-connected eggs to catch sea turtle poachers. Hologram is here to connect anything to the internet - via our global cellular platform and network available in over 200 countries and territories. The future is connected, and we are connecting it.
We're looking for a Customer Support Specialist to join our team and help us scale.
About This Role
As a Hologram Customer Support Specialist, you will utilize Zendesk daily to triage and troubleshoot customers' issues via email and phones while adhering to our SLAs and KPIs. You will troubleshoot various IoT devices that are powered by our Hologram SIM card. Expect to look over modem diagnostics, read AT commands, run REST API calls, and resolve connectivity issues on IoT devices. You will also work with many internal departments to move along customer issues, solve problems, and make process or product improvements. This role reports to the Customer Support Manager and will work closely with all of Customer Success and Product.
What you'll do:

• Autonomously troubleshoot and expertly communicate IoT technical and non-technical issues to resolution while adhering to SLAs and KPIs
• Show composure, resilience, and flexibility as customer needs escalate and case volume changes
• Communicate professionally, clearly, and empathetically with customers, across both written and verbal channels, to quickly and effectively resolve issues while maintaining strong customer trust
• Keep your work well-organized and documented and facilitate clean internal hand-offs to ensure a customer issue never gets dropped or unnecessarily delayed
• Develop and maintain an extremely deep understanding of Hologram's product and how it works
• Make clear, data-informed recommendations for improvement - both to our Product team on areas of customer confusion or frustration and to our Support team on how we can better address (or prevent) customer issues

Helpful skills and experience:

• 3+ years in a Customer facing role
• Telecom experience
• High technical aptitude
• Experience with REST API
• Experience with Hardware troubleshooting
• Strong written and verbal communication skills
• Role model of Hologram's Core Values:
• Grace Under Pressure: Working effectively with emotionally-charged customers and able to make good decisions even with tight time pressure and imperfect information
• Be a Multiplier: Effectively collaborates in a team, taking a team and business-first stance; Puts themselves in the customer's shoes.
• Get Shit Done: Meets or exceeds Support SLAs at high quality.
• Driven to Excel: Clear and effective customer communications with a drive for improvement through optimization, process improvements, and cross-training.

Nice to have:

• IoT experience
• Zendesk experience
• Video tutorial experience

How we work at Hologram
Hologram is a fun, upbeat, and remote-first team united by our core values. We trust you to do what's best for our product, customers, and team members and empower you to make the right calls without heavy bureaucracy.
As part of our team, you'll receive:

• Competitive, transparent pay and equity
• Unlimited paid time off and flexible scheduling
• 99% employee coverage on our base medical plan
• 14 weeks of family leave
• Monthly benefits budget
• Generous home office setup stipend

We pride ourselves on celebrating everyone - Hologram is an equal opportunity employer actively working on creating a diverse and inclusive work environment where underrepresented groups can thrive.
Together we're building something great: a way to help everyone - and everything - stay online and connected.
What to expect in the interview process:

• Intro call with a member of our recruiting team
• Video interview with our hiring manager
• A series of 3 interview with cross-functional team members
• A final interview with our CEO, Ben Forgan

Ready to apply?
If you share our values and our passion for connecting the world, we'd love to review your application! For any needed accommodations during the hiring process, please email recruiting@hologram.io.
Even if you don't meet 100% of the above qualifications, please still consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role's requirements.
We follow accepted offers with a background check and encourage you to apply even if you are worried about something from your past.