About the Role
As a Customer & Technical Support Specialist at Looking Glass, you will be a critical part of our Customer Experience & Product teams, providing exceptional daily & technical support to our customers. You will be responsible for troubleshooting issues - from the most basic to complex issues, routing tickets to the right teams, resolving incidents directly, and ensuring customer satisfaction.
Founded in 2014, Looking Glass is headquartered in Brooklyn, NY with additional operations in Hong Kong. We are committed to helping the world’s biggest brands, organizations, and millions of individual 3D creators around the world complete their journey into the holographic future. Our displays can be found on the desks of tens of thousands of creators around the world and our customers include the likes of Pixar, Nvidia, Disney, and LVMH.
Today, Looking Glass is committed to helping the world’s biggest brands, organizations, and millions of individual 3D creators around the world complete their journey into the holographic future.
Our ideal candidate is first and foremost customer and community centric and has the technical acumen to understand and respond to incoming inquiries.
This position is full-time and will be based in Hong Kong. This role will sit between our Customer Experience and Product team.
Why we need you
We have the best customers and community, and our company is going to succeed or fail based on the experience they have with our products — from the minute they hear about our brand to when they receive their units and start creating holograms. When customers experience a challenge, they’ll come to us expecting us to make it right. That’s where you come in. When our customers encounter difficulties, whether it’s a missing shipment or a question about how to use their Looking Glass, you’ll help them get back on track. You’ll ask great questions, notice emerging patterns, write excellent bug reports, and figure out how to describe complicated things in really simple steps. While they may start frustrated or confused, you’ll leave our customers warmly supported and glowing with delight.
Here's what you'll be doing
- Taking care of our customers. You’re going to teach people about Looking Glass and you’ll answer questions and resolve challenges related to the most simple - shipments, returns - to the more complex - how do I even use the Looking Glass? You’ll pride yourself on your empathy, patience, and creative problem-solving skills. Our customers will rave to their friends about the outstanding customer service you provide. You’ll start by communicating with customers through email via our help desk, Discord and in some very exceptional situations may expand to a Zoom call to troubleshoot something quick. We’ll give you access to a huge knowledge base of answers and ideas, and you’ll draw on that resource and your own fantastic people-skills to provide a great response to each customer who reaches out. You’ll also help to build out our knowledge base with the acumen of using AI to help you work smarter
- Learning. You’ll learn about our company, our product, and our customers. You’ll learn and use a number of tools, too, including HelpScout, Notion, and Discord.
- Noticing what we can do better. In between customer interactions, you’ll notice patterns across our customer service team and come up with ideas about what we can do to improve.
Main responsibilities
- General & technical support:
- Provide timely and effective technical support to customers via various channels (email, live chat)
- Troubleshoot and resolve complex technical issues related to installation, configuration, and usage of our products.
- Diagnose and resolve technical issues, and write accurate bug reports to our software and product teams.
- Incident Management:
- Manage and prioritize incident tickets according to severity and impact
- Escalate critical issues to appropriate teams as needed
- Document incident resolution processes and add necessary tickets to knowledge base articles
You need these qualifications
- You are located in Hong Kong.
- You care about people, and you love finding solutions to customer challenges.
- You have a four-year degree or equivalent experience.
- You’re excellent at written communication and have provided support by email, chat or community forum with a proven track record to go with that.
- You have 2+ years of experience providing customer service in writing or over the phone.
- You have experience with ticketing systems like Zendesk, Freshdesk or HelpScout or similar for customer correspondence.
- You’re adept at asking good questions to clearly understand customer needs and narrow down possible solutions.
- You are comfortable using a computer and are experienced with a variety of software applications. You’re comfortable with email, documents, and spreadsheets and have used a ticketing system like HelpScout. You may be a savvy user of ecommerce, financial, shipping or warranty systems.
It would be nice if...
- You have experience working from home with geographically distributed teams
- You are personally passionate about what Looking Glass is building
- You’re experienced with one or more 3D software programs like Blender, C4D, Unreal or Unity. If not, you can learn with us!
- You are a creative & a creator yourself.
