Technical Customer Support Specialist

The Technical Customer Support Specialist oversees the intake and resolution of customer support tickets related to WAVE’s proprietary life safety systems. This role handles all general inquiries as well as providing T1 technical support and general recommendations to our customer base. The ideal candidate will ensure timely, efficient service delivery while maintaining high standards and customer satisfaction.

• Manage customer support inquiries via multiple channels, including phone, email, chat, and social media, ensuring timely and efficient resolution of issues.
• Collaborate closely with the sales, product development, and engineering teams to address customer feedback, product bugs, and feature requests.
• Maintain and update the knowledge base, including troubleshooting guides, FAQs, and other support documentation.
• Submit warranty orders and issue RMAs as needed.
• Utilize CRM to log detailed notes on customer issues and interactions.
• Effectively prioritize incoming tickets to ensure Service Level Agreements are met.
• Collaborate with management to identify bottlenecks and streamline ticket handling processes.

• Basic knowledge of computer networking, such as IP addresses, DHCP leases, and Wi‑Fi troubleshooting.
• Experience in technical or customer support, preferably with networked devices or facilities management.
• Proficiency with CRM (Hubspot, Airtable) or other customer support ticketing and scheduling software.
• Reliable transportation to and from our Pearl Street office in Norwalk.
• Excellent communication and interpersonal skills.
• Detail‑oriented with strong organizational and time‑management skills.
• Customer‑focused mindset with commitment to service excellence.
• Ability to manage multiple priorities and deadlines effectively.

Preferred Qualifications

Familiarity with CRM software and project management tools (e.g. Hub Spot, Slack etc.)

Knowledge of Linux‑based operating systems

• Experience as a lifeguard

MISSION:
To transform water safety by leveraging cutting‑edge technology, comprehensive education, and bold public awareness campaigns—
so that every swimmer returns home safely.

VISION:
Aworld where preventable drowning is a tragedy of the past— where every life is protected by innovative safety solutions, universal education, and a shared commitment to water safety in every community, everywhere.

Join us in making a lifesaving difference—one pool, one family, one community at a time.