Technical Support Specialist

| Somerville

As a Technical Support specialist, you will be the primary point of contact to Meeting Owl end-users, resellers, and potential customers through all customer support channels, including chat, email, phone and social media. We are looking for an enthusiastic self-starter, who is comfortable taking the initiative to deliver outstanding customer support.

Owl Labs’ mission is to solve a problem we’ve all experienced: meetings suck, and they are especially painful for the remote participants on the other side of the call. Considering the rapid growth in remote and distributed work, this is a perfectly timed problem for Owl Labs to solve. The market is hungry for products and content that make remote and distributed work better.

With $7.3M funding from Playground Venture’s Andy Rubin (co-founder of Android) and Boston’s Matrix Partners, Owl Labs created the Meeting Owl, a 360° smart video conferencing camera that sits in the center of the table and uses robotics algorithms to automatically highlight different people as they talk. After launching the product in June 2017, thousands of companies have purchased the Meeting Owl, saying it offers the most natural and inclusive meeting experience they’ve ever seen.


Job Responsibilities:


  • Become a Meeting Owl expert. Maintain up-to-date and comprehensive knowledge of the Owl, its features, and its supported video conferencing platforms.

  • Communicate Meeting Owl's features and benefits to potential customers, while answering all product questions and addressing their concerns.

  • Own customer issues from start-to-finish, ensuring customers receive the fastest and easiest resolution to their issues.

  • Troubleshoot and resolve hardware and software issues while maintaining excellent customer support by using standardized tools, or seeking additional help or guidance from Engineering teams as necessary.

  • Escalate interoperability issues to external support organizations in order to investigate solutions and ensure a high standard of customer success.

  • Demonstrate customer relations skills and maintain a positive company and product image during all interactions.

  • By extracting information through customer interactions, provide voice of the customer feedback and suggestions, and product troubleshooting feedback to the relevant teams.

  • Work with SQA and Customer Support teams by testing and qualifying Owl compatibility with new video conferencing platforms and hardware.

  • Write and edit knowledge base articles based on information learned by customer interactions, and input from subject matter experts.


Required Skills and Qualifications:


  • Experience in a call center, tech support, or another role that has honed great customer service skills. Preferably in a high tech software or hardware environment.

  • Bachelor’s Degree or equivalent experience prefered.

  • Exceptional written and verbal communication skills required, with the ability to tailor custom messages.

  • Passion for learning about and mastering new technology, include software and electronics.

  • Ability to use your resources to troubleshoot technical problems, identify knowledge gaps, and quickly research and find answers to customer questions or issues.

  • Must have the ability to work independently and manage time effectively.

  • If remote, you must be motivated and thrive in a work-from-home or shared office space environment. Your work environment must have a strong internet connection.

  • Dedication to solving problems and delighting customers with quick, polite and efficient customer service.

  • Familiarity with a CRM or ticketing system, and with standard business applications (Google Sheets, Google Docs, Excel, Word, etc.).

  • Experience with video conferencing technologies in a business setting.

  • Experience setting up and troubleshooting Wi-Fi networks, or Wi-Fi connected devices a plus.

Owl Labs is 33% remote and headquarters are based in Somerville, MA. This role can be either an on-site or remote position. Please specify in your application.

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Owl Labs is located in the heart of Union Square, Somerville. Bustling with restaurants and bars, Union is also home to the annual Fluff Festival.

An Insider's view of Owl Labs

What's something quirky about your company?

We practice what we preach. Employees work at our Somerville HQ, across the US, and often are a hybrid mix of in-office and remote. We all work hard, and so we believe in working whenever you're at your best.


VP Marketing

What are some things you learned at the company?

This is my first startup, and I expected that the pace would be fast. I've also learned how to remove barriers, navigate processes, and anticipate others' needs to keep things moving quickly and efficiently.


Head of Operations

What is your vision for the company?

I've witnessed the gaps in technology that make it exceptionally hard for remote participants to be seen, heard and most importantly, understood. I'm thankful to be working with the extraordinary team at Owl Labs to bring high fidelity collaboration to life and making the future of work a tangible reality.



What are Owl Labs Perks + Benefits

Friends outside of work
Eat lunch together
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Game Room
Our game room includes Foosball and Pinball Machine.
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