Are you passionate about delivering exceptional customer experiences and working at the forefront of a revolutionary technology? Do you thrive in fast-paced, dynamic environments where no two days are the same? If so, we invite you to join careerzynith's Starlink team as an Experienced Customer Support Associate. As a key member of our Support team, you will be the face of Starlink to our customers, ensuring they have an exceptional overall experience with our satellite constellation.
**About careerzynith and Starlink**
careerzynith is a pioneering company that is pushing the boundaries of space technology and exploration. Our Starlink satellite constellation is a game-changing project that will deliver low-latency broadband internet worldwide, connecting people and communities in ways that were previously unimaginable. As an Experienced Customer Support Associate, you will be part of a talented team that is shaping the future of space-based internet and communication.
**Responsibilities**
As an Experienced Customer Support Associate, you will be responsible for:
- Triage and resolve customer issues across multiple channels (digital, voice, etc.). Be a relentless internal advocate for the customer within careerzynith.
- Provide technical support to customers using hardware, software, and network expertise.
- Surface product, process, and training issues by pairing quantitative and qualitative methods. Be the voice of the customer, in the language of the business.
- Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause issues.
- Create and maintain an internal knowledge base and help center collateral.
**Key Qualifications**
To succeed in this role, you will need:
- High school diploma or equivalency certificate.
- 1+ years of experience in a front-line customer support role.
- Excellent problem-solving and sleuthing skills. You go beyond just the apparent and available answer and do what it takes to satisfy the customer. You are relentless and own it.
- Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving their issues, and you can distill complex concepts into the simplest explanations.
- Excellent empathy, active listening, and resiliency skills. You internalize customer concerns, solve them, and keep it positive.
- Strong attention to detail and time management skills. You take pride in your craft.
- Willingness and ability to flex weekend and night shift hours as needed to support our growth.
- Experience in a training, learning and development, analytics, service design, vendor management, or content management role.
- Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced environment.
- Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
**Additional Requirements**
- Must be available to work scheduled shifts, including holidays.
- Must be available to work overtime hours and/or weekends as needed.
- This is not a remote position and will require relocation if not already local to the Redmond, WA area.
- After 1 week of classroom training M-F 9am-5:30pm, must be available to work 10 hours a day on one of the following shifts:
- Shift Charlie: Friday - Monday 12:00 AM - 10:30 AM PST
- Shift Echo: Friday- Monday 1:30 PM - 12:00 AM PST
**Compensation and Benefits**
- Pay range:
- Customer Support Associate/Level 1: $22.00/hour
- Customer Support Associate/Level 2: $24.50/hour
- Customer Support Associate/Level 3: $27.00/hour
- Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.
- Base salary is just one part of your total rewards package at careerzynith. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan.
- You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks.
- You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year.
- Employees in Washington State accrue paid sick time in compliance with state and federal law.
- Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the careerzynith Redmond office Monday to Friday.
**ITAR Requirements**
- To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
**Equal Opportunity Employer**
careerzynith is an Equal Opportunity Employer; employment with careerzynith is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
**Applying to careerzynith**
If you are passionate about delivering exceptional customer experiences and working at the forefront of a revolutionary technology, we invite you to apply to this exciting opportunity. Please submit your application through the link below.