Are you tech savvy? Do you love dogs? Do you love helping people? Come help our customers use our award-winning dog GPS fence so they can let their dogs run free off leash.
SpotOn invented the world’s first truly wireless fence back in 2019. Our customers love the freedom our product gives to their dogs. We have been listed on the Inc. 5000 list of fastest growing companies . Our product has won awards from the Consumer Electronics Show (CES), South by Southwest (SXSW), the Stevies, & the NH Tech Alliance.
We are seeking a Technical Customer Support Representative to join our award-winning customer support team. You will be responsible for answering customers or prospect inquiries via phone, email and chat. This representative will also be responsible for supporting customers through the set-up process and providing guidance on technical issues. This position is best suited for an individual with demonstrated technical aptitude and superior communication skills.
This role requires working both weekend days (Saturday and Sunday). It is hybrid with weekends at home and 3 work days in the office.
Responsibilities
- Educate and guide prospects and customers on the features of our products and services by becoming a product expert for SpotOn.
- Demonstrate excellent customer service by working with the customer to determine the root cause of issues and coming to satisfactory conclusions.
- Communicate across multiple platforms including phone, email, chat, and social media on a daily basis.
- Enter accurate information into our CRM platform for quality metrics reporting to enhance the customer experience.
- Facilitate communication between the customer and our service center to process hardware issues and customer returns/exchanges.
- Document customer interactions accurately and record them within our Customer Management Portal.
Requirements
- Ability to maintain a professional, responsive, and calm demeanor working directly with the general public
- Comfortable taking inbound phone calls and making outbound phone calls
- Clear written communication skills
- Thrive in a fast-moving startup environment with ambiguity
- Contribute to group discussions regarding unique service issues
- Understand potential issues as they arise and report accordingly
- Possess an enthusiastic approach to solving problems while maintaining a level-head
- Driven towards group success in a highly collaborative and innovative environment
- 2+ Years of D2C customer service support via phone, email, or chat
- Proficient with Microsoft Office and Google programs
- College degree (Associates or Bachelor’s) in hospitality, business administration or similar
- Must love dogs and be comfortable in a dog-friendly office
Preferred Qualifications
- Experience with Shopify, Freshdesk, or related e-commerce and CRM platforms
Reports to: Customer Service Manager
All offers are contingent on the successful completion of a background check.
Compensation & Benefits
SpotOn Fence offers total compensation packages based on employees' professional experience, with starting salary between $24 and $25 per hour based on experience level.
SpotOn’s benefits include: Health/Dental/Vision (up to 95% company sponsored depending on plan), HSA/FSA/Dependent Care savings plan, 135 hours paid vacation, 10 paid holidays, 104 hours sick time, Medical & Parental Leave, Tuition Assistance, matching 401K plan, Disability Insurance, & Life Insurance. Plus, you can bring your dog to work every day!
Commitment to Diversity
SpotOn Fence is committed to maintaining a diverse workforce and an inclusive work environment. We do not tolerate discrimination in employment, employment-related decisions, or in business dealings on the basis of race, color, ancestry, age, sex, sexual orientation, religion, disability, ethnicity, national origin, veteran status, marital status, pregnancy, or any other legally protected status.
Job Type: Full-time
Pay: $24.00 - $25.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Application Question(s):
- Are you able to work from home on weekends and 3 days in the office?
Experience:
- Customer service: 2 years (Preferred)
Shift availability:
Ability to Commute:
- Manchester, NH 03103 (Required)
Work Location: Hybrid remote in Manchester, NH 03103
