Help Desk Associate Tier 3

POSITION TITLE: Help Desk Associate Tier 3

BUSINESS UNIT: IT Support

LOCATION: U.S. Remote

SUMMARY:

Owlet is changing the world of parenting with meaningful products that truly make a difference for millions around the world by bringing joy, peace, and sleep to the parenting journey. Owlet has helped more than a million parents keep their children safe, and we are focused on helping parents take care of their little ones so we can keep every baby safe and healthy.

Owlet is looking for a Help Desk Tier 3 professional to join our team. You will be responsible for the technical support pillar of the business and will be asked to provide excellent customer service to our internal employees and resolve all technical issues.

Ideal candidates have a solid technical background combined with customer service and project management experience. A problem-solving attitude is essential to perform well in this position. Ultimately, you should be able to ensure high-quality technical support, increase client satisfaction, and complete projects in a timely manner.

PRIMARY RESPONSIBILITIES:

• Ensure internal customer service is timely and accurate on a daily basis.
• Set specific customer service standards.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices throughout the entire technical support process.
• Follow up with employees to identify areas of improvement.
• Develop daily, weekly, and monthly reports on the help desk team’s productivity.
• Provide customer feedback to the appropriate internal teams.
• Provide training for company employees.
• Communicate with clients and provide in-person and phone support, if required.
• Troubleshoot and resolve technical issues.
• Manage escalations and ensure any issues are resolved in a timely manner.
• Make recommendations to improve operational efficiency.
• Create long- and short-term plans, including setting targets for milestones and adhering to deadlines.
• Take ownership of IT projects (system implementations, integrations, hardware provisioning, etc.) as assigned, create a plan, assign stakeholders, determine dependencies and deadlines, and pursue the project to completion.
• Delegate project tasks to employees best positioned to complete them.
• Communicate with the manager to keep projects aligned with their goals.
• Perform quality control on projects throughout development to maintain the standards expected.
• Communicate target and schedule changes for projects as needs change.

REQUIRED SKILLS AND QUALIFICATIONS:

• Hands-on experience with JumpCloud and Jira.
• Strong level of expertise with Windows and MacOS
• Solid technical background with an ability to give instructions to a non-technical audience.
• Customer-service oriented with a problem-solving attitude.
• Excellent written and verbal communication skills.
• Bachelor's degree in computer science, information technology, or a related field.
• 4+ years of experience as a Help Desk Associate or in a technical support role.
• Strong technical background.
• Excellent analytical and troubleshooting skills.
• Ability to work under pressure.
• Strong customer service skills.

PERKS

• Flex time scheduling
• Competitive compensation based on experience
• Product discounts
• Benefit Package

Owlet Baby Care, Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.