Customer Experience Technical Specialist

Auburn Hills, MI
Posted 01/24/2024

Whisker is the maker of Litter-Robot, Feeder-Robot, and At Whisker, we believe pet parenthood can always get better.

As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 500+ passionate team members.

What You’ll Do:

The Technical Specialist provides next-level customer support in the troubleshooting process. This role requires expert problem-solving for all technical inquiries, utilizing advanced knowledge of products, processes, and commonly used customer service concepts. The Technical Specialist communicates with Whisker customers through phone and email to efficiently resolve technical inquiries.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

Provides hands-on technical support to Whisker customers who need additional troubleshooting after initial contact with the Product Specialist team
Manages inbound contacts and customer communication within the outlined KPI’s
Advanced understanding of Whisker products and the troubleshooting processes
Offers customers technical support with our mobile app, including onboarding, and connectivity concerns
Aptitude for acquiring skills in technical troubleshooting and eagerness to learn about all Whisker products and devices
Actively participates in the weekly team meetings
Internal Feedback: We look to our support team for insight into how customers feel about our products, what troubleshooting issues are trending, etc.
Product improvements: You may be selected to work with our marketing and engineering teams to provide feedback on beta testing and product developments
Team Collaboration: You will participate in devising unique solutions based on customer experience with how our products are used in their home environment all over the world
Will perform additional responsibilities when required

Shifts Available in EST:

Monday - Friday 11a - 7:30pm

Tuesday-Saturday 9am-5:30pm

What You’ll Bring:

Associate or Bachelor’s Degree in Technical, Engineering, or Information Technology (or 4 years of applicable field experience)
3+ years of customer service experience
2+ years of a help-desk, chat, or customer service experience
2+ years of experience on a technical support team
Experience with data entry and order entry
Experience in a metrics-based work environment
Excellent verbal, written, and interpersonal communication skills
Responsive to feedback and action-oriented
Ability to respond to communication in a timely manner
Ability to maintain a calm and professional demeanor under pressure
Team player - flexibility, adaptability, and a desire to succeed are a must!
Ability to multitask and prioritize
Strong computer skills, including experience with GSuite or similar programs
Maintains confidentiality of proprietary information
High degree of initiative, self-motivation, and ability to motivate others
Ability to establish and maintain cooperative working relationships with team members and colleagues
Flexibility to work hours outside of shift and overtime when necessary

Not Required, but nice to have!

Previous experience in an advanced technical specialist role or similar
French, German, Italian, and/or Spanish language skills are a huge plus!
Google Suite experience
Ability to type at least 55 words per minute, with 97%+ accuracy
Not required to have pets, but highly recommended!

Benefits & Purrks:

Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with:

Premium Medical/Dental/Vision insurance
Life Insurance
14 Paid Holidays
Paid Parental Leave
401K with 4% Match
Flexible Work Arrangements
Top of the line equipment

Statement of Inclusivity:

We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.

Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.



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