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Customer Experience Technical Specialist - Auburn Hills, United States - Whisker
Description
Job Type Full-timeDescriptionWhisker is the maker of Litter-Robot, Feeder-Robot, and At Whisker, we believe pet parenthood can always get better.
As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets.
Whether it's a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way.
To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 500+ passionate team members.
What You'll Do:
The Technical Specialist provides next-level customer support in the troubleshooting process.
This role requires expert problem-solving for all technical inquiries, utilizing advanced knowledge of products, processes, and commonly used customer service concepts.
The Technical Specialist communicates with Whisker customers through phone and email to efficiently resolve technical inquiries.Essential Duties and Responsibilities:
This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.
Provides hands-on technical support to Whisker customers who need additional troubleshooting after initial contact with the Product Specialist teamManages inbound contacts and customer communication within the outlined KPI'sAdvanced understanding of Whisker products and the troubleshooting processesOffers customers technical support with our mobile app, including onboarding, and connectivity concernsAptitude for acquiring skills in technical troubleshooting and eagerness to learn about all Whisker products and devicesActively participates in the weekly team meetingsInternal Feedback:
We look to our support team for insight into how customers feel about our products, what troubleshooting issues are trending, etc
Product improvements:
You may be selected to work with our marketing and engineering teams to provide feedback on beta testing and product developments
Team Collaboration:
You will participate in devising unique solutions based on customer experience with how our products are used in their home environment all over the worldWill perform additional responsibilities when requiredShifts Available in
EST:
Monday
You will also be provided with:
Premium Medical/Dental/Vision insuranceLife InsurancePTO14 Paid HolidaysPaid Parental Leave401K with 4% MatchFlexible Work ArrangementsTop of the line equipmentStatement of Inclusivity:We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.
Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.
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