Customer Pre-Sales and Support Specialist
Job Description
Type: Full-time
Location: Hybrid, Lemont, IL or Remote
About Us
We’re a fast-moving startup entering the body-worn camera market. Our mission is to empower public safety with simple, reliable tools that improve accountability, safety, and operational insight. We’re offering our body-worn camera and integrated web-based DEMS platform to agencies across the US. We're looking for a versatile team member to help us deliver an excellent customer experience from pre-sales, during customer trials, new customer onboarding and continuing to support existing customers.
About the Role
As our Customer Support & Onboarding Specialist, you’ll be the go-to person ensuring our customers have a smooth and successful experience. You’ll onboard new users, provide training (remote or in-person), handle inbound customer support, ship new cameras out, and manage returns. You’ll work cross-functionally with product, engineering, and sales to keep customers happy and engaged.
Essential Duties and Responsibilities
Main Responsibilities
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Customer Onboarding:
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Guide new customers through onboarding, including hardware setup and platform walkthroughs
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Run virtual training sessions for users and admins
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Document onboarding steps and improve materials (videos, guides, FAQs)
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Support & Troubleshooting:
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Serve as the front line for customer support (via email, chat, or phone)
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Troubleshoot issues with devices and the web platform
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Escalate bugs and product feedback to the team
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Hardware Logistics:
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Manage shipment and return of body-worn cameras (track, pack, send)
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Maintain records of devices in the field and inventory levels
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Coordinate replacements or repairs as needed
Requirements
What We’re Looking For
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1–3 years (or more) of experience in a customer support, success, or training role (ideally in a startup, tech, or public safety company)
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Comfortable explaining and supporting hardware + web software products
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Excellent communication skills, especially over video, phone, and email
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Organized, detail-oriented, and able to juggle logistics
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Willing to roll up sleeves — no task is too small
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Bonus: Experience with support tools, basic technical troubleshooting, or shipping/logistics platforms