About Workwarp and the Opportunity
Are you passionate about delivering exceptional customer experiences and solving complex technical issues? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join our team as an Experienced Full Stack Customer Technical Support Specialist. As a key member of our remote support team, you will play a vital role in providing top-notch technical assistance to our customers, ensuring their home security and automation systems are running smoothly.
About Workwarp
Workwarp is a leading provider of innovative home security and automation solutions, dedicated to helping families, businesses, and larger commercial customers protect and connect their lives. With a rich history dating back to 1874, we have established ourselves as the #1 smart home security provider in the U.S. Our commitment to continuous innovation, advanced technology, and strategic partnerships enables us to deliver products and services that make a real difference in people's lives.
About the Role
As an Experienced Full Stack Customer Technical Support Specialist, you will be responsible for providing exceptional technical support to our customers, resolving complex issues, and ensuring their home security and automation systems are running smoothly. You will be the primary point of contact for customers, providing empathetic and personalized support to address their concerns and needs.
Key Responsibilities
- Able to self-manage and work independently in a fast-paced, constantly changing environment
- Able to multitask across multiple systems and applications
- Receive customer inbound phone calls for various alarm system and home automation issues providing technical assistance and customer education
- Troubleshoot the customer's technical issues by using our guided workflows which walk you and the customer step by step through various resolutions with the goal of solving the customers issue while on the phone
- Regular, consistent and punctual attendance
- Duties also include presenting our Virtual Service Call process that saves the customer both time and money if the problem can't be solved on the call
- Assisting customers with scheduling an onsite Technician visit if required, after positively positioning Virtual and self-serve options
- Strong emphasis on providing excellent customer interactions and experiences by using empathy, soft skills, and connecting with the customer
- WFH position must have private work area that is quiet and free of distractions and meets company standards with adequate internet bandwidth to perform the role
- Passion for customer service and ownership of the customer experience, including comprehensive issue resolution
- Being fluid with changes and receptive to feedback towards ongoing performance improvements and technological enhancements
What's in it for you?
- You play an important role in saving lives for a living
- Workwarp will provide all necessary equipment and resources to allow you to be successful in your roles, which includes paid on-the-job training
- Competitive pay, paid time off, pet insurance, and other compensation perks (401k + matching, comprehensive medical benefits, etc.)
- Shift-differential policy that provides employees with supplemental pay on top of their hourly rate during times of higher-than-average customer call volume and when working less-desirable shifts
- Pathway to promotion. Workwarp provides the opportunities and skills needed to learn and train so you can explore exciting opportunities across the company that will continue to challenge and empower you
Qualifications/Requirements
- High school diploma or equivalent
- Troubleshooting skills
- Strong Organizational skills
- Excellent communication skills (both verbal and written)
- Reliable and Dependable
- Ability to empathize and connect with the customer
- Ability to multitask with ease, effectively prioritize tasks and be a self-starter
- Demonstrated proficient problem solving & customer de-escalation skills
Experience
- Minimum of one (1) year of customer service experience required
- Technical experience is a plus but not required
Skills
- Excellent communication skills
- Able to type at least 35 wpm
- Intermediate knowledge of computer applications
- Strong organizational skills
Pay and Benefits Disclosure
The starting hourly rate for this position is $17.00 per hour and will reach $20.00 per hour after 180 days of employment. (You will receive incremental increases of .50 every 30 days until the rate of $20.00 is reached). We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.
About the Team
At Workwarp, we pride ourselves on being a team of passionate individuals who are dedicated to making a real difference in people's lives. We believe in fostering a culture of innovation, collaboration, and continuous learning, where our employees can grow and develop their skills. If you're passionate about delivering exceptional customer experiences and solving complex technical issues, we invite you to join our team and be a part of our success story.
Take the Next Step
Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our team.
Apply Now