Tech Support Representative

Remote, Contract

About Us

Caper builds smart shopping carts — powered by deep learning and computer vision — to enable a seamless grab-and-go retail experience. Caper differentiates from technologies like Amazon Go by creating a plug-and-play solution that does not require store renovation, operational overhaul, heavy compute, and endless image labeling & training. Instead, retailers can just buy the carts, and the entire store is upgraded with cashierless capabilities. Caper costs less than 1% of Amazon Go's infrastructure, and it is already actively being used in the market. Caper is the fastest-growing retail automation technology company, backed by First Round Capital, Y Combinator, LUX Capital, and top executives from Instacart, Plated, Albertsons, and Walmart. E-commerce only accounts for 8% of total retail transaction volume, and Caper is innovating the other 92% of the untapped offline retail potential.

At Caper, we may all come from different backgrounds, but we all share one common vision — to fundamentally disrupt the retail industry. By joining our team, you'll be a part of a culture that cares about people, based all around the world, and the future we're shaping together.

As a remote Technical Support Representative, you'll be working closely with our Support Manager, guiding you over the phone, messages, and video calls. Having superb communication skills is a must for this job — over-communicating is better than being unresponsive.

Responsibilities

  • Handle customer technical support cases through our support channels
  • Update support channels in real-time
  • Communicate with team leads about open tickets and new incoming inquiries whenever relevant
  • Troubleshoot hardware and software technical issues and see them through to resolution
  • Resolve and triage queries and feedback from clients
  • Identify trends leading to early identification of emerging issues
  • Master the use of helpdesk software
  • Knowledge of how to extract data and create reports
  • Support Installation and configuration of hardware and software
  • Talk to customers through a series of actions to resolve a problem
  • Support the roll-out of new application features
  • Able to work alone with little supervision
  • Support Technicians who are in the field

Qualifications 

  • 1-2 years of experience in the retail industry or similar customer-facing fields, remote or on-site in a position of IT support lead
  • Proficiency in English, Reading, Writing & Spoken
  • Skillful in solving complex problems and troubleshooting hardware
  • You show next-level attention to detail
  • Proficient in Microsoft Office Suite (especially Excel and PowerPoint)
  • Comfortable using new communication tools and apps from a laptop and cellphone
  • Be obsessed with client happiness — you succeed when they succeed
  • You honor deadlines and can multitask
  • You dare to challenge the status quo when logic and reason require it — you are proactive, not reactive
  • You learn from mistakes and procure emotional intelligence as a challenge-resolving tool
  • Able to travel
Our operations are growing fast! We need a support representative with the intellectual horsepower to become an expert whenever and wherever you lack knowledge or experience in the task, a high-energy self-starter, and a collaborative team player. So be ready to get your hands dirty — it's fun!
 
 
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