Customer Support Associate (Starlink)
Company: SpaceX
Location: Redmond
Posted on: May 28, 2023
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Job Description:
Job descriptionSpaceX 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. We are already servicing +1M users in +60 countries and
will continue expanding rapidly. As a 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 a scrappy, 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.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 internal knowledge
base and help center collateral.BASIC QUALIFICATIONS:High school
diploma or equivalency certificate.1+ years of experience in a
front-lines customer support role.PREFERRED SKILLS AND
EXPERIENCE:Excellent problem-solving and sleuthing skills. You go
beyond just the apparent and available answer and do what it takes
to satisfy the customer.Excellent written and verbal communication
skills. Talking with others comes naturally to you and you derive
satisfaction from resolving their issues. You can distill complex
concepts into simple explanations. Excellent empathy, active
listening, and resiliency skills. You internalize customer
concerns, solve them, and keep it positive. Strong attention to
detail and time management skills. You take pride in your craft.
Willingness and ability to flex weekend and night shift hours as
needed to support our growth.Experience in a training, learning &
development, analytics, service design, vendor management, or
content management role.Start-up, consulting, or other demonstrated
experience in high-growth, fast-paced environment.Technical
aptitude - experience with networking, hardware troubleshooting,
software development, etc.ADDITIONAL REQUIREMENTS:Must be available
to work holidays.This is not a remote position and will require
relocation if not already local to the Redmond, WA area.Must be
available to work 12 hours a day on the following shift:
Alternating Weekday Schedule: First Shift (6AM - 6PM)Monday -
ThursdayMonday - WednesdayCOMPENSATION AND BENEFITS: Pay range:
Customer Support Associate / Level 1: $22.00/hour Customer Support
Associate / Level 2: $24.50/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.Base salary is just one part of your
total rewards package at SpaceX. You may also be eligible for
long-term incentives, in the form of company stock, stock options,
or long-term cash awards, as well as potential discretionary
bonuses and the ability to purchase additional stock at a discount
through an Employee Stock Purchase Plan. You will also receive
access to comprehensive medical, vision, and dental coverage,
access to a 401(k) retirement plan, short and long-term disability
insurance, life insurance, paid parental leave, and various other
discounts and perks. You may also accrue 3 weeks of paid vacation
and will be eligible for 10 or more paid holidays per year.
Non-exempt Washington employees are eligible for sick leave in
accordance with Washington's Sick Leave policies.ITAR
REQUIREMENTS:To conform to U.S. Government export regulations,
applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful,
permanent resident (aka green card holder), (iii) Refugee under 8
U.S.C. * 1157, or (iv) Asylee under 8 U.S.C. * 1158, or be eligible
to obtain the required authorizations from the U.S. Department of
State. Learn more about the ITAR here. SpaceX is an Equal
Opportunity Employer; employment with SpaceX is governed on the
basis of merit, competence and qualifications and will not be
influenced in any manner by race, color, religion, gender, national
origin/ethnicity, veteran status, disability status, age, sexual
orientation, gender identity, marital status, mental or physical
disability or any other legally protected status.Applicants wishing
to view a copy of SpaceX's Affirmative Action Plan for veterans and
individuals with disabilities, or applicants requiring reasonable
accommodation to the application/interview process should notify
the Human Resources Department at (310)
363-6000.PDN-993d60f8-5ff5-4ea4-9323-fe8f8463e830
Keywords: SpaceX, Redmond , Customer Support Associate (Starlink), Other , Redmond, Washington
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