Escalations Support Specialist

March 28

Framework

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Remaking Consumer Electronics to respect people and the planet

Consumer Electronics • Ethical Tech • Computer Hardware

11 - 50

Description

• Triage technical customer ticket escalations from our Tier 1, Tier 2 and Tier 3 BPO support teams • Proactively identify and escalate gaps in the customer experience • Provide the “Voice of the Customer” around trending technical issues to internal stakeholders through reporting shared on a regular cadence • Build out knowledge base articles and guides to help educate internal support staff and the public on known technical issues and how to resolve them • Collaborate with e-commerce, supply chain, logistics, and engineering teams to deliver best-in-class consumer experiences • Help define our support strategy as we continue to scale our efforts in Framework

Requirements

• Bachelor’s degree or equivalent experience in engineering, computer science, or another technical field • 3+ years of experience in technical support and escalation management • Technical proficiency in Windows and Linux Operating Systems • Hands-on experience building PCs from components and troubleshooting hardware/software issues • Proficiency in Jira or similar issue-tracking software • Proficiency in help desk or customer ticketing software systems (Zendesk, Jira Service Desk, Kustomer, etc.) • Ability to quickly organize and prioritize issues based on severity and communicate findings cross-functionally in a clear and effective manner • A desire and ability to wear multiple hats in the early stages of a company, including taking on slices of project management and community support • Inventiveness, curiosity, and a passion for building and supporting products that people love

Benefits

• Competitive salary, equity, and health benefits • Flexible work hours and locations, including every other Friday off! • 401K with matching • The chance to be an early member of Framework's team and to shape our customer support strategy • The opportunity to work at a startup that is fixing a major industry