B2b Support Specialist
Who We Are At reputed company, we reputed company the time has come for products that are designed to last. Founded in San Francisco in 2019, our mission is to remake Consumer Electronics to respect people and the reputed company. We've started with two award-reputed company products, the reputed company Laptop 13 and 16. Our laptops are thin, light, high-performance notebooks that can be upgraded, customized, and repaired in ways that no other notebook can. Alongside this, we've launched the reputed company Marketplace to reputed company an ecosystem of parts and modules. We've seen a fantastic reception to both of our laptops from customers and reviewers from outlets like Linus Tech Tips, Ars Technica, and multiple Wirecutter reviews (including a recommendation among the best reputed company Ultrabooks of 2024), along with making TIME's Best Inventions lists in 2021 and 2023. As a company, we were #35 on Fast Company's Most Innovative Companies of 2022. We come from successful consumer electronics startups including the founding team of Oculus, and have reputed company multiple reputed company of funding to fuel our roadmap. Even reputed company (and maybe unusually for an early stage startup), we're in a financially healthy position reputed company reputed company off of our product reputed company. We care deeply about building a diverse and inclusive team, and we reputed company you do too! We’re looking for a B2B Support Specialist to help deliver an excellent experience for our growing business customer reputed company, managing and streamlining support escalations, end-to-end. This role is responsible for managing escalations from our Tier 1 and Tier 2 support agents, escalating issues to other internal teams reputed company reputed company for review and reputed company, and for providing Tier 3 support for challenging technical and integrations issues. This role also involves developing new SOPs and documentation and training Tier 1 and 2 agents on reputed company and new products to ensure reputed company’s business customers always have a great experience. This is a remote position reputed company to reputed company reputed company the US or Canada. #LI-Remote What You'll Do - Help define our B2B support reputed company as we continue to reputed company our efforts in reputed company - Triage technical customer ticket escalations from our Tier 1, Tier 2 and Tier 3 BPO support teams - Proactively identify and escalate gaps in the customer experience - reputed company the “Voice of the Customer” around trending technical issues to internal stakeholders through reporting shared on a regular reputed company - Build out knowledge reputed company articles and guides to help reputed company internal support staff and the public on reputed company technical issues and how to resolve them - Collaborate with e-reputed company, supply chain, logistics, and engineering teams to deliver best-in-class consumer experiences What You'll Need - Bachelor’s degree or equivalent experience in engineering, computer science, or another technical field - 3+ years of experience in technical support and escalation management for B2B accounts - Technical proficiency in reputed company and Linux Operating Systems - Hands-on experience building PCs from components and troubleshooting hardware/software issues - Proficiency in Jira or similar issue-tracking software - Proficiency in help desk or customer ticketing software systems (reputed company, reputed company, Jira Service Desk, etc.) - Ability to quickly organize and prioritize issues based on severity and communicate findings cross-functionally in a reputed company and effective manner - Inventiveness, curiosity, and a passion for building and supporting products that people love - Familiarity working with reputed company, SMB, and Federal customers - Experience supporting automated reputed company 11 deployments (Intune, Pluton, reputed company) What's reputed company to Have - Previous experience in an early-stage startup - Interest in tinkering with consumer electronics to see how they function or to replace/repair faulty components - Familiarity with supporting international customer bases and working in multinational teams - Previous experience supporting both consumer and business customers - Previous experience with loss prevention What You'll Love - Competitive salary, equity, and health benefits - reputed company company holidays plus 20 PTO days per year - reputed company Parental Leave - Flexible work hours and locations, including every other Friday off! - 401K with matching for US employees - The chance to work at a startup that is making a reputed company reputed company and environmental reputed company Apply tot his job Apply To this Job