{"id":3656656,"url":"https://alion.io/job/convey-technical-support-specialist","title":"Technical Support Specialist","company":{"id":23599,"name":"Convey","domain":"convey.ai","url":"https://alion.io/company/convey","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Detroit, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":28,"max":28,"currency":"USD","period":"hour","gross":null,"usd_annual":56000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Wi-Fi","optional":false},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-11-02T22:10:03Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-07T09:59:25Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About the Role\nWe 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.\nCustomers 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.\nYou will report to the Unified Tier 1 Manager and work with technical specialists and utility partner contacts when an issue requires additional help.\nSchedule\nOur 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.\nWhat You Will Do\nRespond to customer questions through phone, email, and in-app chat.\n\nGuide customers through account access, app setup, hardware installation steps, and everyday product use.\n\nTroubleshoot device pairing, account-to-device binding, connectivity, and missing or delayed data.\n\nHelp customers connect and use supported smart home devices within documented support boundaries.\n\nUse Zendesk and internal support tools to review account, device, and utility program information.\n\nDocument the reported problem, relevant errors, troubleshooting completed, results, and next steps.\n\nResolve issues using approved procedures and knowledge articles. Recognize when further investigation or utility partner action is required.\n\nPrepare escalations with customer impact, timing, device and app details, and supporting evidence.\n\nKeep customers informed, follow through on commitments, and maintain clear ownership of assigned cases.\n\nFlag recurring problems and gaps in support documentation.\n\nMeet established expectations for response times, case quality, customer satisfaction, and follow-up.\n\nComplete product training and contribute useful troubleshooting findings to the team’s knowledge base.\n\nRequired Qualifications\nAt least one year of customer-facing technical support experience, or equivalent practical experience troubleshooting technology with customers.\n\nExperience helping customers troubleshoot mobile apps, connected devices, or consumer hardware.\n\nA working understanding of home Wi-Fi, Bluetooth, device pairing, and common connectivity problems.\n\nClear spoken and written English, with the ability to explain technical steps in everyday language.\n\nA methodical approach to troubleshooting: ask relevant questions, verify details, test possible causes, and record the results.\n\nExperience using a ticketing system and maintaining accurate case notes.\n\nThe ability to manage several open cases, prioritize work, and follow up without repeated reminders.\n\nPatience when working with end users or people who are unfamiliar with technology.\n\nSound judgment about when to continue troubleshooting and when to ask for help.\n\nCareful handling of customer information and adherence to access and privacy procedures.\n\nPreferred Qualifications\nExperience with Zendesk, particularly in an environment supporting multiple brands or customer programs.\n\nExperience supporting smart home devices, energy monitoring equipment, thermostats, or other connected home products.\n\nFamiliarity with both iOS and Android troubleshooting.\n\nExperience supporting utility customers or working with utility program requirements.\n\nFamiliarity with Jira or another system used to track technical escalations and product defects.\n\nExperience using device status information, logs, or internal portals during troubleshooting.\n\nExperience working with colleagues across regions and handing off cases between teams.\n\nWhat Success Looks Like\nYou 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.\n US-BASED ROLES ONLY - BENEFITS\nFully covered Medical, Dental, and Vision coverage for employees\nCost share for dependents\n\n401(K) plan with company match\n\nFully covered STD/LTD\n\nEmployee Assistance Program (EAP)\n\nPaid Maternity Leave\n12 weeks of paid parental leave for birthing parent\n\nPaid Paternity Leave\n\nFlexible 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.\n\n12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st\n\nOn-site gym available for free use in Denver, CO for employees based in the Denver area\n\nConvey (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.","description_format":"text","description_chars":5368,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Customer & Retention Analytics"],"lifecycle":[{"event":"open","at":"2026-11-03T02:07:22Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":227500,"route":null,"cap_exempt":false,"checked_at":"2026-11-07T07:57:00+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.9,"p_room":1,"age_days":4,"expected_fill_days":27,"reasons":["conf:3","velocity","win:early","comp:junior"],"computed_at":"2026-11-07T05:47:08Z"},"pay":{"stated_usd_annual":56000,"is_top_pay":false},"html_url":"https://alion.io/job/convey-technical-support-specialist","json_url":"https://alion.io/job/convey-technical-support-specialist.json","meta":{"generated_at":"2026-11-07T13:42:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16865,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":23599},"rest":"https://alion.io/mcp/rest/get_company?id=23599"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fconvey-technical-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fconvey-technical-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fconvey-technical-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/convey-technical-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconvey-technical-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3656656}},{"tool":"search_jobs","arguments":{"company":"convey.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3656656},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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