Descripción de la oferta
Title Technical Support Specialist Role Purpose The Technical Support Specialist is responsible for providing expert-level product support to customers by resolving technical issues, guiding assembly and setup, and ensuring safe, effective product use. This role serves as the subject-matter expert for Chai Vision’s products and acts as a critical feedback loop between customers, product development, and manufacturing partners. By identifying recurring issues, escalating complex cases, and collaborating cross-functionally, the Technical Support Specialist helps improve product quality, reduce returns, and strengthen customer trust across all brands. Who You Are You have strong technical aptitude and enjoy deep problem-solving You learn products thoroughly and retain detailed technical knowledge You communicate clearly with both customers and technical stakeholders You are comfortable documenting issues and advocating for solutions You prioritize safety, accuracy, and long-term product improvements You are technically savvy and comfortable disassembling, inspecting, and troubleshooting physical products You are able to identify root causes of product issues and distinguish between user error, technical failure, and defects You are detail-oriented and methodical when diagnosing issues What You’ll Do Technical Product Support Troubleshoot product issues, malfunctions, and performance concerns Guide customers through product assembly, setup, and usage step-by-step Diagnose whether issues are user-related, technical, or product defects Recommend appropriate resolutions, including education, troubleshooting, or replacement Disassemble, inspect, and troubleshoot products to diagnose issues when needed Fix minor issues where applicable or clearly identify root causes of failures Provide step-by-step guidance for setup, assembly, and troubleshooting Connected Products & App Support Support customers with app-related, Bluetooth, or WiFi connectivity issues Guide customers through basic connectivity troubleshooting and setup Product Education & Safe Usage Educate customers on proper, safe, and effective product use Provide therapeutic or wellness guidance where applicable, within approved guidelines Help customers maximize product benefits while preventing misuse or safety risks Issue Escalation & Manufacturer Communication Identify complex or unresolved technical issues requiring deeper investigation Communicate directly with manufacturers to obtain guidance, clarification, or solutions Translate manufacturer feedback into clear instructions for customers and internal teams Track open manufacturer-related issues until resolution Maintain direct communication with manufacturers for complex or unresolved technical issues Translate manufacturer guidance into clear, actionable instructions for customers and internal teams Track escalated issues through resolution Product Feedback & Development Collaboration Identify recurring product issues, defects, or usability challenges Communicate trends and insights to the Product Development team regularly Provide detailed documentation, photos, videos, or customer context to support investigations Support product improvements by sharing real-world customer usage feedback Identify and document recurring product issues, defects, or usability concerns Communicate recurring issues and insights to the Product Development team Support root-cause analysis with detailed case documentation Documentation & Knowledge Management Document all technical cases, resolutions, and escalations in the CRM Maintain and update internal troubleshooting guides and FAQs Contribute to product knowledge bases to improve first-contact resolution Cross-Functional Collaboration Work closely with Customer Service and Admin teams to resolve customer cases efficiently Support warranty and replacement decisions with technical expertise Partner with Operations, Product, and Quality teams on root-cause analysis Success Metrics First-contact resolution rate of 75% or higher Reduction in technical-related returns by 20% within 6 months Timely escalation and resolution of manufacturer-related issues Clear and consistent communication of recurring issues to Product Development High customer satisfaction scores for technical support interactions Timely identification and escalation of recurring product issues Effective communication of product defects and trends to Product Development Reduction in preventable technical-related returns Cross-Functional Relationships Customer Service Team – Support escalated or complex technical cases Administrative Support – Coordinate replacements and warranty actions Product Development – Share recurring issues, defect trends, and improvement opportunities Manufacturers & Vendors – Collaborate on complex product issues and technical guidance Operations & Quality – Address safety, reliability, and usability concerns Tools & Systems Gorgias CRM systems Product manuals and internal knowledge bases Google Workspace (Calendar, Docs, Sheets, Slides) Amazon Seller Central Video, phone, and email communication tools Accountability & Rhythm Daily: Resolve assigned technical support cases Document troubleshooting steps and outcomes Flag urgent safety or defect-related issues Weekly: Review recurring technical issues and manufacturer updates Share product insights with Product Development and leadership Monthly: Audit troubleshooting effectiveness and documentation quality Update internal technical resources and FAQs Quarterly: Contribute to product reviews and improvement planning Review success metrics and set goals for continuous improvement Location, Type & Hours Location: Santo Domingo, Dominican Republic, in-office Job Type: Full-time Hours: 9 AM – 6 PM Why Work With Us Join a fast-growing ecommerce company where your ideas matter and your growth is part of our mission. At Chai Vision, we’re scaling quickly, building boldly, and redefining what a modern ecommerce team looks like. We move fast, collaborate deeply, and give our people the space and support they need to thrive. Along with a culture built on innovation and teamwork, we offer benefits that reward your hard work and fuel your growth. If you thrive in a fast-paced, creative atmosphere and want to help grow ecommerce brands, you’ll love working here! #J-18808-Ljbffr
