Customer Service Technician (FST Tech)

Whisker Labs is on a mission to save lives and property through innovative fire prevention technology with their product Ting. The FST Customer Service Technician will blend technical expertise with customer service to support Ting's fire safety operations, ensuring effective communication and troubleshooting for customer inquiries and hazard cases.

Responsibilities:

• Respond to Customer Inquiries After Ting Fire Hazard Cases are Initiated: Act as the first point of contact for customers, responding to queries based on case hazard mitigation plans defined by FST Engineers and the hazard decision-tree troubleshooting guidance. Communication will be by audio calls, text messaging and email
• Customer Engagement and Follow-up: Work to achieve prompt customer responses once the hazard case is started. Continue follow-up communication with customers to get information to support troubleshooting and resolution of the case
• Perform Tier 1 Troubleshooting with Customers After Ting Fire Hazard Cases are Initiated: Use decision-tree troubleshooting guidance and customer communication scripts to step through Tier 1 case workflows and obtain all relevant customer information to get the case started. If the hazard is resolved as a Tier 1 case, you’ll complete case closeout activities and escalate to your Team Lead for review and closeout
• Escalate Tier 2+ Cases to FST Engineers: Once all Tier 1 case objectives are completed, FST Techs will escalate cases to FST Engineers for more detailed troubleshooting and ultimate case hazard resolution
• Work Schedule and Travel: Work remotely from home and be willing to work on a flexible schedule, including nights, weekends, and holidays, and travel as needed for training and team meetings
• Teamwork: Liaise between customers, FST Engineers, and other members of Whisker Labs and the FST to ensure seamless operations and service delivery to our customers. Work collaboratively with other team members, sharing knowledge and supporting each other to achieve common goals
• Signal and Pattern Recognition: Possess strong signal and pattern recognition abilities to learn and recognize fundamental fire hazard signal patterns in graphical data to communicate the presence and types of electrical fire hazard signals to customers and to use during troubleshooting
• Note Taking: Ability to accurately capture notes in our systems while communicating with customers to ensure any team member can pick up and continue the case without causing the customer undue frustration of repeating troubleshooting steps
• Continuous Improvement: Support team efforts to continuously improve and gain operation efficiencies by creating and maintaining documentation for internal training, workflow processes, and customer communication/troubleshooting

Requirements:

• A minimum of 2 years' experience in technical support, customer service, or a related field
• Education and/or experience in technical troubleshooting, electrical systems or fire safety is an advantage
• Excellent communication and interpersonal skills, with the ability to articulate complex technical information in a clear and understandable manner
• A strong team player with the flexibility to adapt to rotating schedules and the demands of a startup environment
• Proven troubleshooting skills and a methodical approach to problem-solving