Customer Service Specialist - Remote

Customer Service Specialist Remote Job Duties :

• Quickly getting up to speed on Occipital products as it relates to Augmented Home and their technical foundations. Understand frequently asked questions, the answers to those questions, and the technical reasons behind our answers (so you can repackage the information for different types of customers with different needs).
• Learning the systems that Occipital uses (or may adopt) to manage customer support, including third-party SaaS tools and customized internal tools.
• Providing high-quality, personalized support to customers at various stages of their lifecycle including pre-sale, onboarding, and ongoing usage with a focus on rapid response, accurate information and a friendly demeanor.
• Being flexible in tailoring your support style, channels (i.e., phone, email, Slack, etc.) and process to different types of customers — we can't do the exact same thing for a 1-person small business as a large enterprise with an annual contract, but we want all of them to be fanatical supporters of our products (and our support).
• Being a principled problem-solver and debugger — “My scan is inaccurate!” could be for many different reasons, and we will be counting on you to untangle the problem, try to solve it yourself, and then identify the right team or person to help you solve it if you can't.
• Identifying trends in customer support and reporting back to the team on a regular basis.
• Addressing any customer trends by creating new support content (e.g. support articles, video tutorials, etc.) or suggesting features to various product teams.
• Contributing to various operations, such as staying on top of shipments to customers, or managing a small rental program.
• Advocating for and being the “guinea pig” for various customer experience experiments, and helping evaluate their success or failure (e.g. “Did adding live chat actually improve the customer experience?”).
• Wherever possible, through both the process alone and through working with engineers to create new features or improvements, fixing things twice.