Support Specialist

Summary

Join Prepared as a Support Specialist and play a critical role in ensuring excellent customer service and satisfaction for our innovative emergency response technology. You will be a product expert, providing timely support and solutions to customers across multiple channels. This role requires strong customer service skills, technical troubleshooting abilities, and the capacity to work independently in a remote environment. The ideal candidate will have 5+ years of experience, preferably in a startup setting, and possess excellent communication skills. Prepared offers a competitive salary and benefits package, including remote work, flexible paid time off, parental leave, and more.

Requirements

• 5+ years experience
• Excellent written and verbal communication skills with the ability to explain complex technical concepts to non-technical people

Responsibilities

• Respond to customer needs quickly and effectively across multiple channels including phone, email, and community platforms
• Consistently embody the Prepared brand in all customer interactions by delivering a great customer experience
• Effectively utilize customer service skills, technical troubleshooting, and available resources to identify and implement timely and appropriate solutions for customers
• Maintain individual performance relative to performance metrics, customer satisfaction, and quality standards
• Operate accurately and efficiently in a fast-paced environment
• Work independently with discipline and motivation to succeed in a remote environment
• Act as an advocate and product expert for our customers by reporting and acting on observed areas for improvement
• Maintain product expertise by keeping up with product and process changes
• Manage, prioritize and resolve/escalate support requests as appropriate. Escalate product issues (bugs) to the product team and follow through to resolution with the customer
• Assist in ongoing customer-facing documentation maintenance

Preferred Qualifications

• Experience in a startup with frequent product updates/releases
• Experience interfacing across GTM and engineering teams
• Comfortable with various ticketing platforms: Zendesk/Intercom/Front/JIRA/Linear
• You treat customer issues as your own and operate with thoughtful urgency to get them resolved in a timely manner while also addressing the root cause to prevent future issues
• You are extremely detail oriented and cool under pressure
• You might not be an engineer but you’re technically minded and incredibly curious - you love to look under the hood and solve problems with whatever resources are available to you and then share what you learn with other

Benefits

• Remote-First Culture
• Competitive Salary and Equity
• 401k
• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA)
• Free Membership to OneMedical
• Flexible Paid Time Off + 12 U.S. Holidays
• 12 Weeks of Paid Parental Leave (birthing + non-birthing parents)
• WeWork Membership for All Employees
• Annual Company Offsite