Customer Experience Technical Specialist

Company: Whisker
Location: Auburn Hills
Posted on: May 3, 2024

Job Description:

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. 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 teamManages inbound contacts and customer communication within the outlined KPIsAdvanced 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 developmentsTeam 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 - Friday 11a - 7:30pmTuesday-Saturday 9am-5:30pmWhat Youll Bring:Associate or Bachelors Degree in Technical, Engineering, or Information Technology (or 4 years of applicable field experience)3+ years of customer service experience2+ years of a help-desk, chat, or customer service experience2+ years of experience on a technical support teamExperience with data entry and order entryExperience in a metrics-based work environmentExcellent verbal, written, and interpersonal communication skillsResponsive to feedback and action-orientedAbility to respond to communication in a timely mannerAbility to maintain a calm and professional demeanor under pressureTeam player - flexibility, adaptability, and a desire to succeed are a must!Ability to multitask and prioritizeStrong computer skills, including experience with GSuite or similar programsMaintains confidentiality of proprietary informationHigh degree of initiative, self-motivation, and ability to motivate othersAbility to establish and maintain cooperative working relationships with team members and colleaguesFlexibility to work hours outside of shift and overtime when necessaryNot Required, but nice to have!Previous experience in an advanced technical specialist role or similarFrench, German, Italian, and/or Spanish language skills are a huge plus!Google Suite experienceAbility to type at least 55 words per minute, with 97%+ accuracyNot 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 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.#onsite1by Jobble

Keywords: Whisker, Southfield , Customer Experience Technical Specialist, IT / Software / Systems , Auburn Hills, Michigan