Technical Customer Success Agent

Full-time
Welcome to Fi.

We’re a passionate team from Square, Google, Peloton, Uber, and more working to transform the dog-human relationship. Our mission? Develop cutting-edge technology to revolutionize what it means to be a dog parent. The dog industry remains firmly stuck in the past and we are here to change that. Fi is leveraging our team’s talent and expertise to improve the lives of the millions of dogs in the U.S. Real-time location tracking, activity, sleep and behavior monitoring – and that’s just the beginning.

The most exciting aspect of our work? Bridging the communication gap between dogs and humans. Imagine a world where everyone knows how their dog feels in real time and how to keep their best friend in good shape. That’s the future we’re building at Fi.

If you’re someone who thrives in innovative, collaborative work environments and feels strongly about helping dogs live longer, better lives, Fi could be the perfect fit. Join us in our pursuit of the “impossible,” or as we call it here “let me find a way,” to redefine the future of dog ownership together.

Fi is looking for a Technical Customer Success Agent!
Build and nurture strong relationships with customers to promote retention and loyalty
Act as a trusted advisor to customers, understanding their needs and ensuring they are met
Provide responsive technical support and problem resolution via phone, email, and chat, addressing customer inquiries and concerns
Troubleshoot and resolve complex technical issues related to our products, ensuring timely and effective solutions
Manage technical escalations, collaborating closely with the engineering team to report and escalate bugs, ensuring they are addressed in a timely manner
Provide feedback and suggestions for product improvements based on customer interactions and common issues
Develop a deep understanding of our product by creating and maintaining comprehensive documentation for common technical issues and solutions
Work with Fi’s Customer Success Content Team to continuously update our internal and customer facing knowledge base with up to date, accurate information as products evolve and new issues arise
Conduct training sessions to educate customers and Customer Success team members on the effective use of our products
Proactively work with customers and internal teams to identify and resolve potential issues before they impact the customer experience at scale
Participate in internal testing
Complete various assigned projects within given deadlines
Qualifications:
At least 2+ years of experience in a technical customer support engineer or similar role
Strong understanding of IT systems, networking, and technical support for customers
Proficiency in troubleshooting hardware and software issues
Excellent problem-solving skills and attention to detail
Strong writing and communication skills, with the ability to explain technical concepts to non-technical audiences
Bonus: Familiarity with Zendesk, ticketing systems, and Asana
Ability to work collaboratively in a cross-functional team environment
What’s in it for you?
Paid Time Off: 25 days/year
Full coverage on medical, dental, and vision insurance
Additional wellness perks including free One Medical, Kindbody, and Talkspace
$500 annual donation to a dog charity of your choice through our BarkBack Program
Free Fi membership for your pup(s)
Friends + family collar gifting program