Technical Support Specialist

About Whisker Labs

Whisker Labs is at the forefront of smart home technology and fire prevention with its innovative Ting product. Ting is an intelligent sensor and service designed to monitor a home's electrical system, identifying potential hazards that can lead to fires. By proactively addressing electrical fire risks, Ting not only protects homes and families but also contributes to broader community safety and environmental well-being. The company is dedicated to advancing electrical fire prevention through cutting-edge technology and is currently in a significant growth phase.

About The Role

Whisker Labs is seeking a Technical Support Specialist to join their Customer Care team. Reporting to the Customer Care Director, this role involves addressing customer inquiries, resolving technical challenges, and managing operational tasks. The specialist will collaborate with a diverse team of professionals, including business leaders, software engineers, and data scientists, in a fast-paced and collaborative setting.

Key Responsibilities

• Deliver timely and professional customer assistance via phone and email.
• Develop and maintain clear, accurate documentation for both internal and external audiences.
• Investigate and resolve customer issues, identifying root causes.
• Facilitate communication between various operational departments to ensure seamless service delivery.
• Document and report technical issues encountered.
• Effectively manage and prioritize workload to meet deadlines in a dynamic environment.
• Assist the Engineering team by conducting software and hardware testing to aid in product enhancements.
• Undertake additional responsibilities as needed to support business goals.

Candidate Requirements

• Possess an Associate's degree or a current, relevant certification.
• Have a minimum of 2 years of experience in technical support or customer support.
• Proficiency in using ticketing systems for tracking and resolving customer issues.
• Demonstrated ability to provide excellent customer service through phone and email interactions.
• Strong organizational skills and the capacity to handle multiple tasks in a demanding environment.
• Exhibit self-motivation and discipline suitable for a remote work environment.
• Be available to work a flexible schedule, including evenings, weekends, and holidays.

Why Join Us?

Join Whisker Labs to be part of a revolutionary technology that is defining a new category in fire prevention and safeguarding lives and properties. The company fosters a passionate team environment dedicated to making the world safer by transforming fire prevention methods. The rapid growth offers significant opportunities for professional advancement, complemented by competitive remuneration and comprehensive benefits. This is an ideal environment for individuals eager to take initiative, influence strategy, and drive impactful change.

Whisker Labs is committed to equal opportunity employment. All qualified candidates will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

The annual salary for this position ranges from $50,000 to $54,000 USD.