Technical Support Representative

As a Technical Support Representative, you will assist customers with troubleshooting Scentiment diffusers, app-connected devices, and related technical concerns. You will provide support through phone, email, SMS, and chat while ensuring a positive customer experience., * Respond to customer inquiries via phone, email, SMS, and chat.

• Troubleshoot diffuser performance, Wi-Fi/Bluetooth connectivity, app pairing, firmware updates, and device functionality.
• Guide customers through step-by-step troubleshooting processes.
• Document customer interactions and resolutions accurately.

Technical Troubleshooting

• Diagnose and resolve technical issues related to connected devices and mobile applications.
• Escalate advanced cases to management or Product Development when necessary.
• Stay current on product updates, software changes, and troubleshooting procedures.
• Assist with testing and reporting recurring product issues.

Documentation & Process Compliance

• Follow established SOPs and troubleshooting guides.
• Maintain accurate records within Gorgias, Zendesk, or similar ticketing systems.
• Contribute feedback to improve customer support processes and documentation.

Team Collaboration

• Work closely with Customer Service, Product Development, and Operations teams.
• Participate in training sessions and product knowledge workshops.
• Support company initiatives focused on improving customer satisfaction and efficiency., Performance Expectations
• Meet response and resolution time goals.
• Maintain high customer satisfaction (CSAT) scores.
• Accurately document and resolve support tickets.
• Follow quality assurance and support standards.
• Maintain attendance and schedule adherence.

Do you have experience in Ticketing system technical support?, * Minimum 1-2 years of customer service or technical support experience.

• Experience troubleshooting mobile apps, Wi-Fi, Bluetooth, or connected devices preferred.
• Experience using ticketing systems such as Gorgias, Zendesk, Freshdesk, or similar.
• Strong communication and problem-solving skills.
• Ability to multitask and remain organized in a fast-paced environment.
• Bilingual English/Spanish preferred.
• Positive attitude and commitment to delivering exceptional customer service., * Technical Support: 1 year (Preferred)
• Customer Service: 1 year (Required)
• Zendesk, Gorgias, or similar platform: 1 year (Preferred)

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance
• Paid holidays, * Health Insurance
• Dental Insurance
• Vision Insurance
• 401(k)
• Paid Time Off
• Company Holidays
• Employee Discount on Scentiment Products

Additional Benefits

• Professional development opportunities
• Employee recognition programs
• Company-sponsored events and team outings

Why Join Scentiment?

At Scentiment, you’ll be part of a growing company that values innovation, teamwork, and exceptional customer experiences. This is an excellent opportunity for someone who enjoys technology, customer service, and professional growth., * 401(k) matching

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Scentiment is one of the fastest growing luxury home fragrance brands, dedicated to delivering innovative fragrance solutions and exceptional customer experiences. We are seeking a Technical Support Representative who is passionate about helping customers, solving technical issues, and providing white-glove service.