Customer Service Technician (FST Tech)

About Whisker Labs We’re on a mission to save lives and property, leading the next wave in smart home technology and fire prevention with Ting. This intelligent sensor and concierge service monitors a home’s electrical network to detect electrical hazards that often lead to the most devastating and catastrophic fires. While on the job preventing fires inside a home, Ting also helps monitor the electrical grid, contributing to increased community fire safety and reduced environmental impact that comes with fire reduction. We’re steadfastly addressing the long-underserved realm of electrical fire prevention with leading-edge technology and embarking on the next stage of our growth. Visit tingfire.com for more information. About the Role: Joining Whisker Labs means becoming part of a dynamic startup where every team member plays a vital role in executing our mission. Embracing a critical mission, a dedication to frontline challenges, and an owner's mindset are what unite us. The FST Customer Service Technician is no exception and is pivotal in ensuring the efficiency and effectiveness of our fire safety solutions. As a FST Tech, you will blend technical expertise with customer service to support and advance Ting's fire safety operations. This role requires a unique combination of skills, including hands-on technical troubleshooting, clear communication, and the ability to manage customer relationships effectively. Key responsibilities and qualifications are listed below for this remote, full-time position that requires occasional travel as needed for training and team meetings. Job Duties: Respond to Customer Inquiries After Ting Fire Hazard Cases are Initiated: Act as the first point of contact for customers, responding to queries based on case hazard mitigation plans defined by FST Engineers and the hazard decision-tree troubleshooting guidance. Communication will be by audio calls, text messaging and email. Customer Engagement and Follow-up: Work to achieve prompt customer responses once the hazard case is started. Continue follow-up communication with customers to get information to support troubleshooting and resolution of the case. Perform Tier 1 Troubleshooting with Customers After Ting Fire Hazard Cases are Initiated: Use decision-tree troubleshooting guidance and customer communication scripts to step through Tier 1 case workflows and obtain all relevant customer information to get the case started. If the hazard is resolved as a Tier 1 case, you’ll complete case closeout activities and escalate to your Team Lead for review and closeout. Escalate Tier 2+ Cases to FST Engineers: Once all Tier 1 case objectives are completed, FST Techs will escalate cases to FST Engineers for more detailed troubleshooting and ultimate case hazard resolution. Work Schedule and Travel: Work remotely from home and be willing to work on a flexible schedule, including nights, weekends, and holidays, and travel as needed for training and team meetings. Teamwork: Liaise between customers, FST Engineers, and other members of Whisker Labs and the FST to ensure seamless operations and service delivery to our customers. Work collaboratively with other team members, sharing knowledge and supporting each other to achieve common goals. Signal and Pattern Recognition: Possess strong signal and pattern recognition abilities to learn and recognize fundamental fire hazard signal patterns in graphical data to communicate the presence and types of electrical fire hazard signals to customers and to use during troubleshooting. Note Taking: Ability to accurately capture notes in our systems while communicating with customers to ensure any team member can pick up and continue the case without causing the customer undue frustration of repeating troubleshooting steps. Continuous Improvement: Support team efforts to continuously improve and gain operation efficiencies by creating and maintaining documentation for internal training, workflow processes, and customer communication/troubleshooting. Requirements: A minimum of 2 years' experience in technical support, customer service, or a related field. Education and/or experience in technical troubleshooting, electrical systems or fire safety is an advantage. Excellent communication and interpersonal skills, with the ability to articulate complex technical information in a clear and understandable manner. A strong team player with the flexibility to adapt to rotating schedules and the demands of a startup environment. Proven troubleshooting skills and a methodical approach to problem-solving. What We Offer: Competitive salary + equity. The ability to make, own and carry out decisions. Health, dental, and vision insurance. 401(k) with match. Whisker Labs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.