Experienced Full Stack Customer Support Associate – Bilingual German (careerzynith Starlink)
At careerzynith, we're revolutionizing the way people connect with each other and access information from anywhere in the world. Our Starlink satellite constellation is a game-changer, delivering low-latency broadband internet to every corner of the globe. As a key member of our Customer Support team, you'll be the face of Starlink to our customers, ensuring they have an exceptional experience with our cutting-edge technology.
**About careerzynith and the Starlink Team**
careerzynith is a pioneering company that's pushing the boundaries of space technology and exploration. Our mission is to make humanity a multi-planetary species, and we're actively developing the technologies to make this possible. The Starlink team is a dynamic and innovative group of individuals who are passionate about delivering exceptional customer experiences. We're looking for talented and motivated individuals who share our vision and are eager to join our team.
**Job Summary**
As a Customer Support Associate, you'll be responsible for providing top-notch support to our customers, troubleshooting issues, and resolving problems in a timely and efficient manner. You'll work closely with our internal teams to create and improve troubleshooting workflows, resolve root-cause issues, and maintain an internal knowledge base and help center collateral. This is an exciting opportunity to join a fast-paced and dynamic team that's shaping the future of space technology.
**Responsibilities**
- Triage and resolve customer issues across multiple channels (digital, voice, etc.)
- 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 an internal knowledge base and help center collateral
- Analyze trends, identify gaps, and design simple, effective support interventions that improve our customers' experience
- Work closely with the Customer Support team to ensure seamless communication and collaboration
**Essential Qualifications**
- High school diploma or equivalency certificate
- 1+ years of experience in a front-line customer support role
- Fluent in English and German
- Excellent problem-solving and sleuthing skills
- Excellent written and verbal communication skills
- Excellent empathy, active listening, and resiliency skills
- Strong attention to detail and time management skills
- Willingness and ability to flex weekend and night shift hours as needed to support our growth
**Preferred Skills and Experience**
- Experience in a training, learning and development, analytics, service design, vendor management, or content management role
- Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced environment
- Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
- Experience working in a customer-facing role, with a focus on delivering exceptional customer experiences
- Familiarity with ITAR regulations and compliance
**Additional Requirements**
- Must be available to work scheduled shifts, including holidays
- Must be available to work overtime hours and/or weekends as needed
- This is not a remote position and will require relocation if not already local to the Hawthorne, CA area
- After 1 week of classroom training, must be available to work 10 hours a day on one of the following shifts:
- Shift Alpha: Sunday - Monday 10:00 PM - 8:30 AM PST
- Shift Delta: Friday - Monday 6:00 AM - 4:30 PM PST
- Shift Echo: Friday- Monday 1:30 PM - 12:00 AM PST
**Compensation and Benefits**
- Pay range: Level 1: $24.00/hour, Level 2: $25.00/hour, Level 3: $27.00/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
- Comprehensive medical, vision, and dental coverage
- Access to a 401(k) retirement plan
- Short and long-term disability insurance
- Life insurance
- Paid parental leave
- Various other discounts and perks
- 3 weeks of paid vacation and eligibility for 10 or more paid holidays per year
**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.
**Equal Opportunity Employer**
careerzynith is an Equal Opportunity Employer; employment with careerzynith 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.
**Applying to careerzynith**
If you're passionate about delivering exceptional customer experiences and are eager to join a dynamic and innovative team, apply to this exciting opportunity today!
Apply for this job
**About careerzynith and the Starlink Team**
careerzynith is a pioneering company that's pushing the boundaries of space technology and exploration. Our mission is to make humanity a multi-planetary species, and we're actively developing the technologies to make this possible. The Starlink team is a dynamic and innovative group of individuals who are passionate about delivering exceptional customer experiences. We're looking for talented and motivated individuals who share our vision and are eager to join our team.
**Job Summary**
As a Customer Support Associate, you'll be responsible for providing top-notch support to our customers, troubleshooting issues, and resolving problems in a timely and efficient manner. You'll work closely with our internal teams to create and improve troubleshooting workflows, resolve root-cause issues, and maintain an internal knowledge base and help center collateral. This is an exciting opportunity to join a fast-paced and dynamic team that's shaping the future of space technology.
**Responsibilities**
- Triage and resolve customer issues across multiple channels (digital, voice, etc.)
- 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 an internal knowledge base and help center collateral
- Analyze trends, identify gaps, and design simple, effective support interventions that improve our customers' experience
- Work closely with the Customer Support team to ensure seamless communication and collaboration
**Essential Qualifications**
- High school diploma or equivalency certificate
- 1+ years of experience in a front-line customer support role
- Fluent in English and German
- Excellent problem-solving and sleuthing skills
- Excellent written and verbal communication skills
- Excellent empathy, active listening, and resiliency skills
- Strong attention to detail and time management skills
- Willingness and ability to flex weekend and night shift hours as needed to support our growth
**Preferred Skills and Experience**
- Experience in a training, learning and development, analytics, service design, vendor management, or content management role
- Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced environment
- Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
- Experience working in a customer-facing role, with a focus on delivering exceptional customer experiences
- Familiarity with ITAR regulations and compliance
**Additional Requirements**
- Must be available to work scheduled shifts, including holidays
- Must be available to work overtime hours and/or weekends as needed
- This is not a remote position and will require relocation if not already local to the Hawthorne, CA area
- After 1 week of classroom training, must be available to work 10 hours a day on one of the following shifts:
- Shift Alpha: Sunday - Monday 10:00 PM - 8:30 AM PST
- Shift Delta: Friday - Monday 6:00 AM - 4:30 PM PST
- Shift Echo: Friday- Monday 1:30 PM - 12:00 AM PST
**Compensation and Benefits**
- Pay range: Level 1: $24.00/hour, Level 2: $25.00/hour, Level 3: $27.00/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
- Comprehensive medical, vision, and dental coverage
- Access to a 401(k) retirement plan
- Short and long-term disability insurance
- Life insurance
- Paid parental leave
- Various other discounts and perks
- 3 weeks of paid vacation and eligibility for 10 or more paid holidays per year
**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.
**Equal Opportunity Employer**
careerzynith is an Equal Opportunity Employer; employment with careerzynith 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.
**Applying to careerzynith**
If you're passionate about delivering exceptional customer experiences and are eager to join a dynamic and innovative team, apply to this exciting opportunity today!
Apply for this job