Rachio is is looking for a smart, friendly, hands-on Technical Support Associate (TSA) to assist customers in need. A successful candidate will be able to act fast, think creatively and embody our customer-first mentality by earning the trust of customers by offering guidance and knowledge of the Rachio hardware and software. Ultimately, this role is expected to propose process improvements to enhance Rachio’s knowledge of our customers’ needs, elevating our overall reputation of customer service.

Rachio’s mission is to make sustainable water use effortless and rewarding for people. A key measure of success in this mission is to develop an engaged customer base that loves to use our products and recommend them to others. Our product support plays a vital role in troubleshooting issues, removing any hurdles to installation, and day to day use of Rachio products.

Job Duties

The Rachio Customer Success team is on a mission to delight the hundreds of thousands of consumers who rely on our sprinkler controllers to help them save water and money. We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. Our team engages consumers through our online resources and communities, social outreach, and 1:1 care. We represent the voice of the consumer and work closely with cross-functional teams within Rachio to make our products better.

As a Technical Support Associate, you will be an advocate for our customer operations, internal and customer escalations, and drive process improvements with the goal to impress our customers. This is a high visibility role where you will own some very complicated and high-impact customer issues. You are analytically minded, self-starting, detail-oriented and keen to solve new, complex problems.

Our team is the face of Rachio for most of our customers, and we want their Rachio support experience to set new standards, just like Rachio’s products. Our team cares for customers by solving problems, scaling solutions, and sharing user feedback with internal teams to influence product development. Our customers include homeowners, landscape professionals, home automation professionals, builders, and utility partners.

Responsibilities

• Fully resolve troubleshooting, billing, and product inquiries from our customers via inbound/outbound voice (phone), live chat, and email channels.

• Treat every customer as if the company’s success is dependent on them; we leave no customer behind.

• Deliver superior customer service by providing prompt, courteous communication, exceeding expectations by under-promising and over-delivering.

• Handle emails and outbound calls with attentiveness; providing thoughtful answers to complex situations while minimizing the customer’s efforts.

• Solve complex support problems by troubleshooting and investigating customer and product issues, prioritizing and escalating issue reports, managing and optimizing issue workflow, and working to eliminate the need for support.

• Improve customer satisfaction and efficiency by proactively identifying opportunities to optimize existing or new processes and tools.

• Collaborate with Engineering, Product, and other cross-functional teams on user-impacting issues and bugs.

• Be an expert project manager, cross-functional influencer, and a relentless advocate for our customers, with the goal of raising the bar for our customer service.

Requirements and Skills

• A minimum of 6 months in a customer service role.

• Ability to communicate clearly with customers while effectively documenting all important aspects of the customer contact across multiple systems

• Ability to quickly, calmly, and professionally engage customers in order to understand their questions/issues and deliver a solution with an experience that surpasses expectations.

• Advanced understanding of technology and IoT.

• Demonstrated desire to learn and grow within an organization.

• Proficiency on a MAC + web browsers as well as a variety of call center ticketing/call tracking systems; Zendesk experience is desired.

• Must have a flexible work schedule; rotating 4-10s shifts, including weekends and holidays.

Benefits and Perks

• Great location in the heart of Denver’s LoDo area.

• Paid Holidays & Flexible Time-Off Policy.

• Your very own complimentary Rachio Sprinkler Controller.

• A casual and friendly work environment.

• Excellent Benefits: Employee Paid Medical, Vision, and Dental Insurance, 50% spouse paid.