Whisker Labs

Customer Service Technician (FST Tech)

Remote (United States) · Full-time

Sponsorship not specifiedDetected 26 days ago

Customer SupportCommunication

About the role

Joining Whisker Labs means becoming part of a dynamic company where every team member plays a vital role in executing our mission.
Embracing a critical mission, a dedication to frontline challenges, and an owner's mindset are what unite us.
The FST Customer Service Technician is no exception and is pivotal in ensuring the efficiency and effectiveness of our fire safety solutions.

Support team efforts to continuously improve and gain operation efficiencies by creating and maintaining documentation for internal training, workflow processes, and customer communication/troubleshooting.
As a FST Tech, you will blend technical expertise with customer service to support and advance Ting's fire safety operations.
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.
The ability to make, own and carry out decisions.

Excellent communication and interpersonal skills, with the ability to articulate complex technical information in a clear and understandable manner.
Proven troubleshooting skills and a methodical approach to problem-solving.

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.
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.
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.
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.
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.
Continue follow-up communication with customers to get information to support troubleshooting and resolution of the case.

Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

This listing is sourced directly from Whisker Labs's careers page and normalized into a canonical job model.