Customer Service Technician, FST Tech

Job not on LinkedIn

🕒 April 1

🇺🇸 United States – Remote

💵 $50k - $54k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Whisker

WebsiteLinkedInAll Job Openings

501 - 1000 employees

👥 B2C

🛍️ eCommerce

🧘 Wellness

💰 $31M Private Equity Round on 2019-12

B2C • eCommerce • Wellness

Whisker is a company that revolutionizes pet care with its innovative products, primarily focused on making life easier for cat parents. Founded by Brad Baxter, Whisker offers products like the Litter-Robot, a self-cleaning litter box, and the Feeder-Robot, all aimed at reducing daily pet care chores. With over 20 years of experience and a team of over 500 employees, Whisker continues to lead in the realm of connected pet care, bringing advanced pet care solutions to over a million customers worldwide. The company leverages technology to create products that enhance the well-being of both pets and their owners, supported by a mobile app providing helpful insights. Whisker's dedication to innovation is evidenced by their 65+ global patents, all while maintaining American design, assembly, and service for quality assurance.

📋 Description

• Respond to Customer Inquiries After Ting Fire Hazard Cases are Initiated: Act as the first point of contact for customers, responding to queries based on case hazard mitigation plans defined by FST Engineers and the hazard decision-tree troubleshooting guidance. • Customer Engagement and Follow-up: Work to achieve prompt customer responses once the hazard case is started. Continue follow-up communication with customers to get information to support troubleshooting and resolution of the case. • Perform Tier 1 Troubleshooting with Customers After Ting Fire Hazard Cases are Initiated: Use decision-tree troubleshooting guidance and customer communication scripts to step through Tier 1 case workflows and obtain all relevant customer information to get the case started. • Escalate Tier 2+ Cases to FST Engineers: Once all Tier 1 case objectives are completed, FST Techs will escalate cases to FST Engineers for more detailed troubleshooting and ultimate case hazard resolution. • Teamwork: Liaise between customers, FST Engineers, and other members of Whisker Labs and the FST to ensure seamless operations and service delivery to our customers.

🎯 Requirements

• A minimum of 2 years' experience in technical support, customer service, or a related field • Education and/or experience in technical troubleshooting, electrical systems or fire safety is an advantage • Excellent communication and interpersonal skills, with the ability to articulate complex technical information in a clear and understandable manner • A strong team player with the flexibility to adapt to rotating schedules and the demands of a startup environment • Proven troubleshooting skills and a methodical approach to problem-solving.

🏖️ Benefits

• Health, dental, and vision insurance • 401(k) with match • Competitive salary + equity