Customer Service Technician, FST Tech

Work from home Full-time role Hiring

Job 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:

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