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Auburn Hills

    Customer Experience Technical Specialist - Auburn Hills, United States - Whisker

    Whisker
    Whisker Auburn Hills, United States

    1 week ago

    Default job background
    Description
    :

    Whisker 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 its 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 Youll 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 team
    Manages inbound contacts and customer communication within the outlined KPIs
    Advanced understanding of Whisker products and the troubleshooting processes
    Offers customers technical support with our mobile app, including onboarding, and connectivity concerns
    Aptitude for acquiring skills in technical troubleshooting and eagerness to learn about all Whisker products and devices
    Actively participates in the weekly team meetings
    Internal 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 world
    Will perform additional responsibilities when required

    Shifts Available in


    EST:
    Monday - Friday 11a - 7:30pm

    Tuesday-Saturday 9am-5:30pm

    Requirements:

    What Youll Bring:

    Associate or Bachelors Degree in Technical, Engineering, or Information Technology (or 4 years of applicable field experience)
    3+ years of customer service experience
    2+ years of a help-desk, chat, or customer service experience
    2+ years of experience on a technical support team
    Experience with data entry and order entry
    Experience in a metrics-based work environment
    Excellent verbal, written, and interpersonal communication skills
    Responsive to feedback and action-oriented
    Ability to respond to communication in a timely manner
    Ability to maintain a calm and professional demeanor under pressure
    Team player - flexibility, adaptability, and a desire to succeed are a must
    Ability to multitask and prioritize
    Strong computer skills, including experience with GSuite or similar programs
    Maintains confidentiality of proprietary information
    High degree of initiative, self-motivation, and ability to motivate others
    Ability to establish and maintain cooperative working relationships with team members and colleagues
    Flexibility to work hours outside of shift and overtime when necessary

    Not Required, but nice to have

    Previous experience in an advanced technical specialist role or similar
    French, German, Italian, and/or Spanish language skills are a huge plus
    Google Suite experience
    Ability to type at least 55 words per minute, with 97%+ accuracy
    Not required to have pets, but highly recommended

    Benefits & Purrks:


    Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the why, and has a strong sense of empathy and openness to new perspectives.

    Be a part of exciting growth, work with incredible people, and create tomorrows pet productsplus a whole lot of extras.


    You will also be provided with:
    Premium Medical/Dental/Vision insurance
    Life Insurance

    PTO
    14 Paid Holidays
    Paid Parental Leave
    401K with 4% Match
    Flexible Work Arrangements
    Top of the line equipment

    Statement 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.

    #onsite1
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