Technical Customer Success Agent

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

Fi is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Fi makes hiring decisions based solely on qualifications, merit, and our needs at the time.