Customer Experience Technical Specialist

3 weeks ago


Auburn Hills MI United States Whisker Full time
Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. 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
PTO
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.

#onsite1

  • Auburn Hills, United States Whisker Full time

    Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. 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...


  • Auburn, United States C Squared Systems LLC Full time

    Job DescriptionJob DescriptionC Squared Systems, LLC is an RF engineering, consulting, and software development company specializing in providing services for seamless wireless coverage from RF analysis to design and implementation of DAS systems and Wi-Fi networks to remote monitoring and management of complex multi-vendor environments. Site Portal®, a...


  • Auburn Hills, United States Technical Professionals Group Full time

    Job DescriptionJob DescriptionTechnical Professionals Group (TPG) is searching for a Technical Specialist for its Engine, Hybrid and Fuel Cell Powertrain Systems team. This Technical Specialist position is an opportunity for the right candidate to experience state-of-the-art powertrain technology and get involved in a wide range of development tasks that...


  • Auburn Hills, United States HRU Inc Technical Resources Full time

    Title: oADD Website Support Specialist The one Audi Digital Dealer (oADD) development team specializes in creating and managing the design templates for dealer websites, which allows dealers to showcase their inventory and engage with potential customers via website leads. As an oADD Website Support Specialist, you will play a crucial role in providing...


  • Auburn Hills, United States Customer Service Full time

    Job DescriptionJob DescriptionDuties:Entering dataSplitting and labeling loan packagesOrdering verifications of incomeVerifying Social Security NumbersIndexing of loan conditionsOrdering and uploading documentsLoan verificationSubmitting summary report reviewsReviewing state and federal complianceHandling inbound and outbound callsQualifications:High school...


  • Vernon Hills, United States Search Made Easy Full time

    Job Description Job Description Job Overview: We are seeking a dedicated and meticulous Customer Experience Specialist to join our Client's team. This role is pivotal in managing internal account functions, supporting our remote Account Managers, and ensuring the smooth operation of sales order processes. The position requires strong attention to detail,...


  • Auburn Hills, United States ALTEN Technology USA Full time

    Job DescriptionJob DescriptionWe're ALTEN Technology USA, an engineering company that provides solutions for engineering, technology, and product development projects. For decades, we've been helping our clients develop products that are changing the world, whether that's by shaping the future of space exploration, saving lives with medical...


  • Vernon Hills, United States Search Made Easy Full time

    Job DescriptionJob DescriptionJob Overview:We are seeking a dedicated and meticulous Customer Experience Specialist to join our Client's team. This role is pivotal in managing internal account functions, supporting our remote Account Managers, and ensuring the smooth operation of sales order processes. The position requires strong attention to detail,...


  • Auburn Hills, United States Continental AG Full time

    Basic Responsibilities Responsible for developing BAL. ON product development roadmaps. Ensure a vision is clearly developed and executed with the team. Create & sketch new features together with the team based on customer feedback and market insight Sales Specialist, Product Manager, Technical, Manager, Sales, Digital, Automotive, Technology


  • Auburn Hills, MI, United States Capgemini Full time

    Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. Flexible work Healthcare including dental, vision, mental health, and well-being programs Financial well-being programs such as 401(k) and Employee Share Ownership Plan Paid time off and paid holidays Family building benefits like adoption...


  • Auburn Hills, United States ALPS ALPINE Full time

    Alps Alpine, a leading manufacturer of electronic components and automotive infotainment systems, has brought the world numerous "First 1" and "Number 1" products since its founding in 1948. The Alps Alpine Group currently operates 110 bases in 26 countries and regions, supplying roughly 40,000 different products and solutions to around 2,000 companies...


  • Auburn Hills, United States ALPS ALPINE Full time

    Alps Alpine, a leading manufacturer of electronic components and automotive infotainment systems, has brought the world numerous "First 1" and "Number 1" products since its founding in 1948. The Alps Alpine Group currently operates 110 bases in 26 countries and regions, supplying roughly 40,000 different products and solutions to around 2,000 companies...


  • Vernon Hills, Illinois, United States Antylia Scientific Full time

    Job Title: Customer Experience Specialist SeniorReports To: Manager, Customer Experience Position Location: Vernon Hills, IL FLSA Status: Non-Exempt Position Summary:Customers are at the center of everything we do at Antylia Scientific. Senior Customer Experience Specialists are responsible for consistently providing the highest level of customer...


  • Auburn, United States Heritage Home Service Full time

    Overview: **Mission**: Join our team as a Customer Experience Associate (CXA) and become the face of our plumbing, heating, and electric company. In this role, you will be instrumental in ensuring our customers receive exceptional service and support. You will handle inquiries, resolve issues, and provide valuable assistance, ensuring customer satisfaction...


  • Auburn Hills, United States Henrob Full time

    Henrob Corporation Application Specialist Dispense Focus Auburn Hills , Michigan Apply Now With two primary US locations in Auburn Hills and New Hudson, Michigan,Atlas Copco, IASis the global leader inindustrial dispensing,self-pierceriveting, andflow drill fastening systems. We have an unparalleled reputation in our industry and have increased our number of...


  • Auburn Hills, United States Stellantis Full time

    The Stellantis Customer Experience Student Program allows individuals to gain experience and exposure across the many different facets of a strategic enterprise. Within the program, students will support Customer Experience, in one of the Stellantis functional areas. The Customer Experience Student Program projects are available within the following areas:...


  • Auburn Hills, United States Stellantis Full time

    The Stellantis Customer Experience Student Program allows individuals to gain experience and exposure across the many different facets of a strategic enterprise. Within the program, students will support Customer Experience, in one of the Stellantis functional areas. The Customer Experience Student Program projects are available within the following areas:...


  • Brainerd, MN, United States Doherty Staffing Solutions Full time

    Bring your technical background to this new role! Doherty Staffing Solutions is currently partnering with a leading supplier in the access and metal technologies industry located in Brainerd, MN. We are seeking candidates for a Technical Product Specialist role on the 1st shift. Compensation for this opportunity is $18.00-$28.00 per hour. Interested? Read...


  • Auburn Hills, United States TJX Companies Full time

    All 1,000 of our Marshalls stores embrace discovery, from designer luggage to statement shoes. Our assortment of brands is always changing, but our mission to provide the surprises that make the everyday a little more fun is unwavering. Just like wor Customer Experience, Retail, Coordinator, Experience, Associate, Customer Service


  • Farmington Hills, United States Pan Asia Resources Full time

    Technical Support Specialist Location: Remote Duration: Long Term Job Description Technical Support Specialist Tech Line Replies to TECH LINE cases via email or phone, and/or responds to Chat line from dealership service technicians and provides them with technical information on the diagnosis and repair of customer vehicles. Collects and documents...