The posting
About the Role
We are hiring a Tier 1 Technical Support Specialist to join our North American support team. You will help customers use and troubleshoot home energy management products, mobile applications, connected hardware, and supported smart home devices.
Customers will contact you by phone, email, and in-app chat. Some will need help getting started; others will have a device that will not connect or information that is missing from their app. Your job is to understand the problem, work through the appropriate steps, and explain what happens next.
You will report to the Unified Tier 1 Manager and work with technical specialists and utility partner contacts when an issue requires additional help.
Schedule
Our support hours are 8 AM to 8 PM ET, Monday through Friday, and 9 AM to 6 PM ET on Saturday. This role’s regular schedule includes a required Saturday shift, helping ensure our customers receive reliable technical support throughout the week. You’ll have a weekday off to balance your schedule. Weekday shifts are staggered within support hours to maintain coverage.
What You Will Do
- Respond to customer questions through phone, email, and in-app chat.
- Guide customers through account access, app setup, hardware installation steps, and everyday product use.
- Troubleshoot device pairing, account-to-device binding, connectivity, and missing or delayed data.
- Help customers connect and use supported smart home devices within documented support boundaries.
- Use Zendesk and internal support tools to review account, device, and utility program information.
- Document the reported problem, relevant errors, troubleshooting completed, results, and next steps.
- Resolve issues using approved procedures and knowledge articles. Recognize when further investigation or utility partner action is required.
- Prepare escalations with customer impact, timing, device and app details, and supporting evidence.
- Keep customers informed, follow through on commitments, and maintain clear ownership of assigned cases.
- Flag recurring problems and gaps in support documentation.
- Meet established expectations for response times, case quality, customer satisfaction, and follow-up.
- Complete product training and contribute useful troubleshooting findings to the team’s knowledge base.
Required Qualifications
- At least one year of customer-facing technical support experience, or equivalent practical experience troubleshooting technology with customers.
- Experience helping customers troubleshoot mobile apps, connected devices, or consumer hardware.
- A working understanding of home Wi-Fi, Bluetooth, device pairing, and common connectivity problems.
- Clear spoken and written English, with the ability to explain technical steps in everyday language.
- A methodical approach to troubleshooting: ask relevant questions, verify details, test possible causes, and record the results.
- Experience using a ticketing system and maintaining accurate case notes.
- The ability to manage several open cases, prioritize work, and follow up without repeated reminders.
- Patience when working with end users or people who are unfamiliar with technology.
- Sound judgment about when to continue troubleshooting and when to ask for help.
- Careful handling of customer information and adherence to access and privacy procedures.
Preferred Qualifications
- Experience with Zendesk, particularly in an environment supporting multiple brands or customer programs.
- Experience supporting smart home devices, energy monitoring equipment, thermostats, or other connected home products.
- Familiarity with both iOS and Android troubleshooting.
- Experience supporting utility customers or working with utility program requirements.
- Familiarity with Jira or another system used to track technical escalations and product defects.
- Experience using device status information, logs, or internal portals during troubleshooting.
- Experience working with colleagues across regions and handing off cases between teams.
What Success Looks Like
You can guide customers through common issues, document your work clearly, and recognize when a problem needs additional expertise. Customers understand their next steps and are satisfied with the effort provided, and colleagues receiving an escalation have enough information to continue the investigation.
US-BASED ROLES ONLY - BENEFITS
- Medical, Dental, and Vision coverage for employees
- Cost share for dependents
- 401(K) plan with company match
- Fully covered STD/LTD
- Employee Assistance Program (EAP)
- Paid Maternity Leave
- 12 weeks of paid parental leave for birthing parent
- Paid Paternity Leave
- Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.
- 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st
- On-site gym available for free use in Denver, CO for employees based in the Denver area
Convey (formerly Message Broadcast) is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
