About The Role:

As a Technical Support Specialist for Watchful, you will be on the front lines, using cutting-edge technology to prevent criminal activities. This role involves shift work, including night shifts, making it perfect for night owls. You must be detail-oriented and have a keen eye, much like Sherlock Holmes, as you liaise with the Police and emergency services to provide real-time updates and evidence. Additionally, you will provide technical support to our customers, ensuring they receive the assistance they need with our AI platform and related technologies.

Responsibilities:

• Respond to camera activations and action alerts.
• Prevent incidents and protect customers using our advanced AI platform, Quill.
• Liaise with the Police and other emergency services, providing crucial information and updates.
• Ensure high standards of customer service and maintain strong communication with external stakeholders.
• Provide technical support to customers, troubleshooting and resolving issues related to our AI platform.
• Continuously improve customer experience and contribute to the growth and innovation of our team.

Key Performance Indicators (KPIs):

• Response times to camera activations.
• Job open-to-closure rates.
• Number of service tickets logged.
• Customer Net Promoter Score (NPS) aiming to surpass Apple’s score of 72.
• Customer Satisfaction Score (CSAT).