Customer Support Associate

2 months ago

Hawthorne, United States National Guard Employment Network Full time
Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.

CUSTOMER SUPPORT ASSOCIATE (STARLINK)

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an early member of the Starlink Customer Support team, you will be the face of Starlink to our customers, ensuring they have an exceptional overall experience.

RESPONSIBILITIES:

In this role, you will triage, troubleshoot, and resolve customer issues. You will analyze trends, identify gaps, and design simple, effective support interventions that improve our customers' experience. We're looking for excellent problem solvers who move quickly and proactively and are obsessed with the success of our customers. This role is ideal for someone looking to join an early-stage support team and set the tone for how we help our customers.

Triage and resolve customer issues across multiple channels (digital, voice, etc.)
Be a relentless internal advocate for the customer within SpaceX and the voice of the customer in the language of the business
Provide technical support to customers using hardware, software, and network expertise
Surface product, process, and training issues by pairing quantitative and qualitative methods
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

Additional Qualifications/Responsibilities

BASIC QUALIFICATIONS:

High school diploma or equivalency certificate
1+ years of experience in a front-line customer support role
PREFERRED SKILLS AND EXPERIENCE:

Excellent problem-solving and sleuthing skills
Ability to go beyond just the apparent and available answer to do what it takes to satisfy the customer by being relentless and owning it
Excellent written and verbal communication skills
The ability to talk with others naturally
The ability to derive satisfaction from resolving customer issues and distilling complex concepts into the simplest explanations
Excellent empathy, active listening, and resiliency
The ability to internalize customer concerns, solve them, and keep them positive
Strong attention to detail and time management
Pride in your craft
Willingness and ability to work 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.
Written/verbal business fluency in English
ADDITIONAL REQUIREMENTS:

Must be available to work holidays
Must be available to work 12 hours a day on one or more of the following shifts:
Shift A: Alternating Weekend Schedule: (6AM - 6PM)
Monday - Thursday
Monday - Wednesday
Shift C: Alternating Weekend Schedule: (6PM - 6AM)
Monday - Thursday
Monday - Wednesday
COMPENSATION AND BENEFITS:

Pay Range:

Customer Support Associate/Level 1: $22.00/hour
Customer Support Associate/Level 2: $23.00/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.

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