Technical Customer Care Advocate in Burlingame, CA at Volt

Date Posted: 2/19/2021

Job Snapshot

  • Employee Type:
    Contingent
  • Job Type:
  • Duration:
    56 weeks
  • Date Posted:
    2/19/2021
  • Job ID:
    269010
  • Pay Rate
    $25.0/Hour
  • Contact Name
    Volt Branch
  • Phone
    425.629.7493

Job Description

VOLT is seeking candidates for "Technical Consumer Care Advocate" role for our client in California. This is a 100% remote contract role estimated for 12+ months.

This person is passionate about Entertainment center and smart home control and solving customer needs.

In this role, you will work directly with the Senior Manager and play an influential role in shaping the consumer experience. You will troubleshoot product issues, help customers with questions/concerns, and escalate critical information and trends to help ensure that our customers and products are successful. 

Scope

  • Maintain SLA’s for all contact channels. Customers come first!.
  • Become an expert on our product and serve as our customers' primary point of contact for troubleshooting product inquiries.
  • Interact on a daily basis with our engineering team to challenge issues customers are facing and find efficient customer-oriented ways to solve them.
  • Document and improve new troubleshooting processes, ticket workflows, and response macros.
  • Brainstorm and prioritize practical, pragmatic solutions that can be executed quickly..
  • Draft, publish and maintain our Support Community Content.
  • Work closely with our Senior Manager to ensure that the voice of the Customer is being heard.

Profile

  • You are knowledgeable and experienced with home entertainment control systems and smart home devices and have experience setting up DIY devices.
  • You’re empathetic to your core and put the needs of others before your own.
  • You’re a strong communicator in the English language who understands the importance and power of the written word and how it can help proactively address consumer questions.
  • You're a skilled troubleshooter, able to thoughtfully problem solve, accurately diagnose issues, and thoroughly document information to help us eliminate user pain points.
  • Skilled in using Zendesk.
  • You ’re a critical thinker who enjoys identifying solutions based on data.
  • You have experience in Customer Service.
  • Call Center experience (plus).
  • Experience drafting or publishing support content (plus).

VOLT is an Equal Opportunity Employer