Installation Support & Customer Success Specialist

Position Overview We are seeking a proactive, patient, and detail-oriented Installation Support Specialist to guide our customers through a seamless setup experience. In this role, you will confirm upcoming technical installations, deliver proactive reminder calls, check in on installation day, and provide direct support when issues arise. You will also empower customers who choose self-installation by walking them through guides, video resources, and basic troubleshooting. Key Responsibilities Pre-Installation Reminders: Conduct scheduled outreach calls and follow-ups to remind customers of their upcoming installation appointments, confirm scheduling details, and ensure site readiness. Installation Day Check-Ins: Make proactive contact on the scheduled day of installation to verify arrival windows, track technician status, and confirm successful setup. No-Show & Technician Delay Handling: Rapidly assist customers in the event of a technician no-show or delay, coordinating with logistics/dispatch and keeping the customer informed. Self-Installation Guidance: Walk customers through self-installation procedures using step-by-step manuals, visual aids, and curated video walkthroughs (e.g., YouTube tutorials). Help organize a pending and cancellation report. Customer Service & Troubleshooting: Answer incoming inquiries related to installation, address initial technical hurdles, and escalate complex issues to higher-tier technical teams when necessary. CRM & Record Keeping: Accurately update customer accounts, log call interactions, update installation statuses, and record feedback in the system. Qualifications & Requirements Experience: 1–3 years in customer support, appointment scheduling, technical assistance, or logistics coordination. Communication: Exceptional verbal and written English skills with a friendly, reassuring phone demeanor. Technical Aptitude: Comfort navigating digital guides, instructional videos, and help resources to guide non-technical users step-by-step. Problem-Solving Skills: Ability to remain calm, empathetic, and solution-focused during high-pressure situations like missed appointments or setup issues. System Familiarity: Prior experience using CRM platforms, ticketing software, and phone scheduling tools. Flexibility: Willingness to work a rotational shift pattern covering a 6-day operational week. Work Environment & Schedule Hours: 9-hour shifts daily (inclusive of breaks) Weekly Schedule: 5 working days per week out of a 6-day operational schedule Schedule Pattern: Rotational shifts and rotational days off Show more Show less