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# Technical Support Representative

- **Company:** Scentiment, LLC
- **Location:** Doral, FL, United States
- **Experience:** Starter
- **Salary:** $37,440.0 - $41,600.0
- **Contract:** Permanent contract
- **Skills:** Bluetooth, Firmware, Issue Tracking Systems, Mobile Application Software, Wi-Fi Technology, Zendesk
- **Published:** June 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=aca50b3715f0e861

## About the Role

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)

## Description

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.


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