Customer Experience Associate

Company: Fliteboard
Location: Richmond
Posted on: January 15, 2022

Job Description:

Job description
Customer Experience Associate
Richmond, CA - Fliteboard USA

At Fliteboard, we're on a mission of building the best Customer experience team on the planet!

About Fliteboard:
What we do is give our customers the once in a lifetime, incredible feeling, of flying over water on what is the world's leading electric foiling watercraft! We help people to find freedom and take Flite! We're innovators, we're forward thinkers, we're a tight-knit 'Flite Crew!'
From our humble beginnings and what is now our Headquarters in the pristine beachside town of Byron Bay, Australia, we are catalysing a shift to quiet and ocean-friendly marine power that is emission and pollution-free. We are expanding on our local and Global success, and even though the award's cabinet is full, we're definitely making more space!

What we are looking for:
With us growing at an exponential rate and to cater to the demand, we are looking for and have an immediate vacancy for a full-time Customer Experience Associate. An individual with an electrotechnology background who is passionate about water sports with experience in customer support answering customer queries and issues through an omni-channel framework.

Responsibilities and Duties:
We are looking for someone who has 3+ years' proven experience delivering on the above, experience within fast-moving, scaling organisations and who can:
Handle customer/partner inquires in a prompt and courteous manner through our various channels (Email, Phone, Chat, Social).
Identify, troubleshoot, and diagnose technical issues; Both hardware and software. Experience necessary.
Manage our support platform/database, ensuring all customer interactions are accurately entered.
Asset manage and conduct end to end (E2E) oversight of incoming and outgoing product repairs, both here at HQ and with our servicing partners.
Ensure customers are kept informed of the progress of their case and extremely satisfied with the outcome.
The ability to work independently and prioritise your workload.
Contribute to our Internal & External knowledge bases - Including and not limited to technical and product support documentation.
Adhere to company SLA's and meet multiple KPI's.

What we'd like you to have:
Technical support experience, great troubleshooting, diagnosing; repair skills are a plus.
Experience working within electrical, electronic or mechanical industries.
Exceptional communication and customer care expertise.
Emotional intelligence and empathy.
A high level of resilience and composure.
Experience in a customer service/facing role within agile SME's.
Ability to problem-solve efficiently, multi-task, and prioritize with a keen eye for detail.
Self-motivation, initiative, ambition to succeed, and willingness to learn.
Experience with Salesforce and support platforms/helpdesks.
No working restrictions

What's in it for you:
We are a close-knit team! We care for one another and we have fun together!
We work daily with a cool product and very cool partners and clients.
The structure is one of a flat hierarchy and so, this would allow you to work in a collaborative environment allowing anyone from our most senior managers to the most junior staff to constantly challenge and empower each other.
Finally, the biggest plus of all is that as the Customer Support Specialist, your role requires you to technically put Fliteboard through its paces. I mean you do have to ensure it's a well-oiled, sustainable and green, robust machine right!

How to apply:
The role is offered as a full-time position.
Please email your Resume and Cover letter to hr@fliteboard.com.

Please note, as much as we would love to get back to all applications, only candidates who match the above criteria will be considered for shortlisting. We will be reviewing your application and responding if suitable with feedback, as soon as possible.

Keywords: Fliteboard, Richmond , Customer Experience Associate, Other , Richmond, California