Advanced Support/Tier 2 Customer Service Representative Jawbone
THIS JOB HAS EXPIRED Department Overview:
Jawbone believes Customer Service is an extension of the product, and should be as exquisitely designed as our award-winning products. Customer Service is our most important direct dialogue with users ? it?s a touchpoint that follows the customer from product awareness through use and re-purchase. Since this interaction may stem from a perceived failure, each customer contact is an opportunity to make things right and win a loyal brand advocate. The Customer Service team is charged with personifying and personalizing the brand to each customers? particular situation, not over-arching business policy or marketing language. Our agents make lasting impressions on customers, and significantly influence whether a customer stays with Jawbone or recommends us to friends and family. Considering this powerful position, we are seeking smart, hard-working, fun-loving, energetic and engaging people to join our Advanced Support/Tier 2 team.
Tier 2 agents will work out of our San Francisco office, alongside the engineers and product managers who dream up and develop our unique lifestyle products. The Advanced Support Tier 2 team is responsible for providing high-touch technical troubleshooting help, complex order assistance, and social support. These agents will master the Jawbone brand and voice, using it to provide complete and well-rounded customer experiences. We are looking for people who have excellent verbal and written communication skills, and who enjoy using and learning about personal technology. The right candidate will be confident, intelligent, pleasant, patient, articulate, proactive, empathetic, punctual, funny, and assertive.
Only candidates ready to participate in a multi-step hiring process should apply. Applicants should expect to participate in a variety of aptitude and skills tests, as well as phone, in-person and group interviews. We are looking for people who possess a strong work ethic and who can thrive in a fast-paced, challenging environment.
Provide proactive and excellent customer service via online chat, email, social, and phone for complex or escalated issues
Perform advanced troubleshooting
Handle corporate escalations
Facilitate B2B sales customer support & order processing
Provide high-touch service for VIP customers and employees
Process returns sent to corporate office; set-up customer replacements to be sent from corporate office
Moderate forums and provide social outreach to customers needing support
Manage multiple tasks and priorities at once
Build templates and develop training updates for Tier 1 agents
Review customer interactions and provide feedback to Tier 1 agents as needed
Monitor inventory levels on products and alert team of approaching shortages
Report software and hardware issues and work with Product, Engineering, and QA teams to monitor until closed and follow up with customer
High school graduate, some college or college degree preferred
Successfully held past positions/roles that require leadership, hard work & strong interpersonal skills (like waiter/waitress, retail with an emphasis in sales, teacher/tutor, receptionist, EMT/Paramedic, Comedian)
If limited to no work history, applicant should demonstrate continuous involvement in school and/or other activities (e.g. sports, clubs, etc.) that require a certain level of commitment and dedication over past years
Previous experience in the Customer Service industry is not required, but a clear and passionate understanding of what makes excellent Customer Service is.
Basic computer skills (work, excel, search functions, etc.)
Ability to work a flexible schedule, including early mornings, evenings, weekends and holidays
Punctual, with excellent attendence
Excellent written and verbal communications skills (may be asked to provide a writing sample and complete a grammar test)
Technical aptitude and the ability to pick up new technology quickly.
Ability to work under pressure and adapt quickly to adverse situations.
Familiarity with ticketing systems
Previous, demonstrable experience with creation of online help resources
Interest/experience with Bluetooth/gadget projects a plus
Early adopter of technology
Owns their own learning and success
Bi-/multi-lingual in any of the following languages: French, Spanish, German, Italian, Chinese, Japanese
Perks of being an employee
Great jawbone products for your personal use and discounts for friends/family!
A sneak peek into upcoming products and beta testing prior to launch
Breakfast and lunch frequently served for all employees in the office
Join one of the ?10 San Francisco Tech Companies You Wish You Worked For? as rated by wired magazine
Paid vacation and sick time
Team and Company Happy Hours and other outings
For more than a decade, Jawbone has developed human-centered wearable technology and audio devices unparalleled in their technical innovation, ease-of-use and sophistication of design. A 2010 IDSA Design of the Decade winner, the company is the creator of the award-winning and best-selling Jawbone ERA and ICON Bluetooth headsets; NoiseAssassin technology, the world's first and only military-grade noise-eliminating technology; and the JAMBOX and BIG JAMBOX wireless speakers and speakerphones. Jawbone?s approach to lifestyle tracking is unique, with over 110 patents filed related to UP and its wearable technology manufacturing processes. Jawbone is privately held and headquartered in San Francisco.
Jawbone is an equal opportunity employer and offers an exciting opportunity for qualified career-motivated professionals. We provide competitive compensation, equity in a company with strong VC support, and a chance to play with some of the coolest products on the market. We offer premium benefits (including free food), 401K, generous time off and a great work environment in the Bay Area.
||150 Executive Park Boulevard |
San Francisco, CA 94134
THIS JOB HAS EXPIRED