We are Virtual Pros, a boutique recruitment agency that connects top remote talent with leading U.S. wellness companies.
We are seeking to hire a full-time Technical Support Specialist on behalf of our client Edge Theory Labs, the creators of the world’s first all-in-one, portable cold tub which is disrupting the rapidly growing cold-water immersion space. With other innovative products in the pipeline, Edge Theory Labs has big goals and aspirations to be a major player in the athletic performance and recovery space.
Who We Are Looking For:
The Technical Support Specialist is a customer facing, strong but nimble team player within the customer success team. This position requires strong interpersonal skills and the ability to find solutions within customer challenges through navigating escalation and troubleshooting video and phone calls. This role will have many tasks and need someone who is ready to embrace the start-up environment. Detail oriented and patient with a great attitude is key to be successful in this role. This person will be educated with Edge products and be successful when helping customers troubleshoot their challenges. We are looking for someone with a positive attitude who embraces change and is looking to learn and grow as the company does. This position reports to the Director of Customer Success.
Primary Responsibilities:
- Conducting video calls with customers for troubleshooting sessions
- Educating customers and improving customer experience
- Collecting customer feedback and closing feedback loops
- Working with the customer success team to find solutions within our CS platform, Gorgias
- Collect and report customer case data within our systems
- Adding and modifying items and customer data within Shopify
- Assist customers with setting up and maintaining Edge products
- Finding solutions for shipping and receiving challenges
- Communicate with fulfillment centers to find solutions for challenging order fulfillment
- Promote value through customer experience
Job Type & Requirements:
- 2+ years of working experience in customer service operations or post sale customer service
- Strong interpersonal skills with a wide range of customers
- Strong customer service skills and solution initiator
- Quick learner with the passion to find solutions
- Computer proficiency with software; Google Suite, Slack, Email
- Experience with AirTable, Gorgias, Shopify and FedEx ShipStation is a plus
- Detail oriented and organized
- Flexible, smart, emotionally intelligent and wanting to grow in a position by demonstrating eagerness to learn and fulfilling tasks correctly and on time
- Be a team player
Compensation and Benefits:
- Full time
- This is a fully remote role
- Travel to our San Diego HQ would be preferred for initial training and quarterly or as-needed for continued education and hands-on experience with product
- Medical, dental and vision, FSA, 401k, with employer contribution
Please Fill This Interview Form Out To Be Considered For This Job Opportunity:
The link to this interview form is at the bottom of this message. Please copy the link and paste it into your web browser. You must answer all the questions and submit the form in one sitting. Your answers won’t be saved automatically if you leave the page. Once you’ve submitted your response, we will get back to you within 48 hours via email, LinkedIn, or WhatsApp. Thank you for your time, we look forward to receiving your response!
https://airtable.com/appOyitFbmEJaD3qw/shrlJ3gsQxTsLDLV8
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Company Information of Edge Theory Labs- *The Company You Would Be Directly Working For*:
https://www.edgetheorylabs.com
