[Remote] Support Specialist, 2nd Shift
Note: The job is a remote job and is open to candidates in USA. Fetch is a rapidly growing company seeking a Support Specialist to serve as the connection between users and the internal team. The role involves answering user inquiries, educating them on technical topics, and ensuring user retention while adapting to a fast-paced environment.
Responsibilities
- Answering user questions through written email format using pre-written responses
- Educating users on technical topics such as new features and product bugs
- Developing a deep understanding of the application and how it works
- Communicating with users in a way that addresses their concerns regardless of their technical background
- Ability to identify whether an issue is new or existing and react accordingly
- Providing service that prioritizes user retention
- Achieving daily, weekly and monthly performance expectations consistent with team and department goals
- Maintaining up-to-date knowledge in a fast-paced environment by actively consuming support communications and resources
- Bring fun to Fetch by engaging with your colleagues and celebrating both individual and team accomplishments
Skills
- Technically Proficient: Google is your best friend
- Fast Learner: Rapid fire communication works for you
- Adapts to Change: New things are your vibe
- OK with Repetition: OK with Repetition
- Self-Motivated: You bet on you and win every time!
- Seeks Feedback: Even LeBron needs a coach
- Maintains a Positive Attitude: Happiness is more than just an emoji
- Professional and Accountable: Not everything can be solved with a meme
- Maintains Focus: “I'm in the zone”
- Service Minded: Does what is best for our users, even if it's difficult for us
- Resourceful: You follow life hacks
- Problem Solving: You know that clearing the cache and cookies is a good place to start
- Team Mindset: Gaming is fun. Multi-player gaming is also fun
- Extensive technical knowledge
- Fluency in written Spanish
Company Overview