Sr. Technical Product Support - Full-time

Do you love technical gadgets and how they work and helping people?  Here’s why you should consider Plugable!

At Plugable, we live our mission to deliver best in class technology products, including amazing customer support. If you have ever contacted customer support for a product, only to find they can't help you or you get passed along to others that can’t help/ Sadly, that’s the status quo in the support world. That's *NOT* us.  At plugable we love our customers, we love our products, and we're not afraid to break new ground to provide better customer support and live our mission.

If we still have your interest, continue reading…

• You must be comfortable working in and troubleshooting in more than one environment such as; Windows, Mac, Linux, iOS, and Android.
• You're comfortable solving the common problems that can go wrong with USB, Bluetooth, network devices, and how to configure the devices and debug issues in different operating systems.

Your day to day…

A typical day consists of customer support (tickets), and longer-term projects. We mix it up, so there is always an opportunity to do interesting new things every day.

• Provide ongoing and timely communication to customer needs via email
• Actively troubleshoot and seek solutions from customer issues to resolution
• Research, document, and escalate cases
• Work closely with Engineering to report bugs, expedite bug fixes and feature requests

Your experience includes…

• Experience analyzing, troubleshooting, and providing solutions for technical issues

 Comptia A+ certification or equivalent preferred

• Proven history of customer-obsession, including blog posts, how-to videos, etc. is desired
• Completed courses or certifications in a technical and/or business curriculum
• Customer service experience, with strong problem solving and troubleshooting skills
• Strong written and oral communication skills
• Organizational, time management and prioritization skills
• Experience working in a team environment
• Multilingual is a bonus as we help people from around the globe

Moving your experience forward at Plugable…

Our philosophy is to unify work on product specification, documentation, and support -- so when customers ask questions, they're getting answers directly from the experts on the product. Over time, you will have the opportunity to grow into other responsibilities including:

• New product concept research
• Prototype testing
• Supplier engagement
• Content management for product launch material
• Product listing maintenance

We offer

• A flexible, fun, atmosphere
• We serve our customers, not metrics
• Health plan with 100% individual coverage
• Retirement program with match
• 17 paid vacation days per year
• Snacks and a gym to work it off
• Park or bus without the expense

Our employees work out of our Redmond, WA office and some work offsite.

 *Please ensure your cover letter is in the body of the email and shows off your best writing. Please attach your resume as a pdf only. Include links to any public writing you have (especially anything technical). We look forward to connecting with you!