From lights, music, climate, security, and doorbells to whatever comes next, Brilliant makes interacting with all of your smart devices simple by building controls that are easy for everyone to access and use right in the walls of your home.
Our first product, the Brilliant Smart Home Control replaces any existing light switch to give you touch and voice control over smart home technology, including Sonos, Nest, Ring, Phillips Hue, and many others. Alexa is built in for voice control and there is a personalizable high-resolution display for touch control. Want to call the kids down for dinner? There is even a camera with a privacy shutter for room-to-room video chat.
Brilliant has received many awards for smart home products in 2018, including Best Smart Home Product (IHS), Best Home Automation (CTA, CEPro), Best IoT Consumer Hardware (IoT Innovator), Outstanding Innovation (CES), and more. Brilliant launched on September 6th and is available for purchase on www.brilliant.tech.
Brilliant was founded by Aaron Emigh, Steven Stanek, and Jeremy Hiatt, all of whom are experienced technology entrepreneurs from the mobile industry. It all started when Aaron began remodeling his home and installed some smart home products. They were great as individual devices, but Aaron soon realized that the more he installed, the worse the experience got. Navigating between multiple apps just to adjust the lights, lock the door, or set the thermostat was complicated. To add to the frustration, controlling the home exclusively through his mobile phone felt unnatural and awkward.
Seeing an opportunity to elevate the smart home experience, Aaron, Steven, and Jeremy teamed up. As they saw it, controlling our home environments should be as simple as flipping a switch. There’s a light switch in every room, and it’s already the home control that we use most often, so it made sense to replace light switches with smart controls that make it easy and natural for you to interact directly with your home. Brilliant is a venture-backed company headquartered in San Mateo, CA. Our notable investors include August Capital, SV Tech Ventures, The Box Group, and Miramar Ventures.
We are looking for a passionate and experienced Tier 3 Customer Support Specialist to join the Customer Support team at Brilliant. As a Tier 3 Customer Support Specialist you will provide top tier support to our customers and call center agents. You will be an evangelist of Brilliant and our products.
Primary Job Responsibilities:
- Be the main escalation point for issues being escalated from our call center agents
- Manage our Pro Support channel tickets
- Phone, Email and Chat
- Develop knowledge content for new releases (software and hardware) & for areas where no content is available
- Develop and deliver product training to agents
- Monitor and coach call center agents to ensure we are continuously improving our support and knowledge
- Report & document issues and bugs while working with the engineering team to find a resolution
- Take a data driven approach to providing insights about the product to Product Managers and Engineering teams.
Requirements:
- 5+ years working as a top tier Technical Support representative
- Excellent written and verbal communication skills with the ability to tailor complex technical issues to various audiences
- A passion to do the right thing and drive complex issues to resolution
- Experience supporting “connected” products
- Understanding of electrical wiring in homes is a major plus -- licensed electrician ideal
- Zendesk knowledge is a plus
- Travel required
Please let them know you heard about it from Venture Connect