Customer Experience Technical Specialist
Company: Whisker
Location: Auburn Hills
Posted on: May 9, 2024
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Job 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 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 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 You'll
Bring:Associate or Bachelor's 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
tomorrow's pet products-plus 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.
Keywords: Whisker, Dearborn Heights , Customer Experience Technical Specialist, IT / Software / Systems , Auburn Hills, Michigan
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