Job Description

About Brickeye Brickeye is a leading construction technology company dedicated to revolutionizing the construction and infrastructure industries through IoT-enabled job site monitoring, smart automations, and data analytics solutions. Trusted by leading owners, developers, general contractors, and insurance providers, Brickeye helps mitigate risk, boost productivity, and protect margins on building and infrastructure construction projects globally. The companys end-to-end job site platform delivers actionable alerts and intelligent loss-reducing automations to help customers build safer, smarter, and better.
About the role As a Desktop Support Technician, you will be the front line of support for our customers, ensuring the successful use of Brickeyes products in construction projects. You will troubleshoot and resolve customer issues, manage support tickets, and host remote training sessions. Additionally, you will coordinate with third-party field installers, provision and commission sensor devices, and handle RMA returns. Your goal is to ensure our customers couldn\'t imagine their job site without Brickeyes product.
Responsibilities

• Troubleshoot and resolve customer issues, triage customer issues to internal teams, and document and manage support tickets
• Ensure the successful use of the product in construction projects
• Be a know-it-all for the product, host remote training sessions with customers, and answer any questions from customers
• Collect customer feedback, document feature requests, and participate in internal product reviews
• Drive revenue by ensuring our customers continue to use Brickeyes product because they couldnt imagine their job site without it
• Coordinate with third-party field installers to complete installs remotely
• Provision and commission sensor devices on the dashboard, set up software
• Manage RMA returns
• Troubleshoot technical problems and issues, determine technical solutions

• Minimum a college diploma in a technical program
• 3+ years of professional work experience in technical support or related field
  
• Tech savvy; capable of figuring out how electronics work and helping others who are not tech savvy
• Excellent communication skills; able to explain complex technical concepts for the average person to understand
• Ability to analyze data using Excel spreadsheets or similar tools
• Excellent interpersonal skills
• Willing and able to work in a startup environment

• Experience with wireless and/or sensor technologies
• Experience in designing Zendesk workflows and writing Guide articles
  
• Experience working with SaaS products

• Play a crucial role in customer satisfaction and product success, influencing product development through feedback
• Engage in a dynamic startup environment with opportunities for growth and learning
• Be part of a team revolutionizing the construction industry with innovative digital solutions