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The FST Customer Service Technician is no exception and is pivotal in ensuring the efficiency and effectiveness of our fire safety solutions.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><br><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"font-size:12pt;white-space:pre-wrap;\">As a FST Tech, you will blend technical expertise with customer service to support and advance Ting's fire safety operations. This role requires a unique combination of skills, including hands-on technical troubleshooting, clear communication, and the ability to manage customer relationships effectively.&nbsp;</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><br><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"font-size:12pt;white-space:pre-wrap;\">Key responsibilities and qualifications are listed below for this remote, full-time position that requires occasional travel as needed for training and team meetings.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><br><br></p><h6 style=\"margin:0px 0px 10px;padding:0px;font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;line-height:1.38;font-weight:600;font-size:15pt;text-align:start;\"><span style=\"white-space:pre-wrap;\">Job Duties:</span></h6><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:16px 0px;line-height:1.38;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><b><strong style=\"white-space:pre-wrap;\">Respond to Customer Inquiries After Ting Fire Hazard Cases are Initiated:</strong></b><span style=\"white-space:pre-wrap;\"> Act as the first point of contact for customers, responding to queries based on case hazard mitigation plans defined by FST Engineers and the hazard decision-tree troubleshooting guidance. Communication will be by audio calls, text messaging and email.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><b><strong style=\"white-space:pre-wrap;\">Customer Engagement and Follow-up:</strong></b><span style=\"white-space:pre-wrap;\"> Work to achieve prompt customer responses once the hazard case is started. Continue follow-up communication with customers to get information to support troubleshooting and resolution of the case.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><b><strong style=\"white-space:pre-wrap;\">Perform Tier 1 Troubleshooting with Customers After Ting Fire Hazard Cases are Initiated:</strong></b><span style=\"white-space:pre-wrap;\"> Use decision-tree troubleshooting guidance and customer communication scripts to step through Tier 1 case workflows and obtain all relevant customer information to get the case started. If the hazard is resolved as a Tier 1 case, you’ll complete case closeout activities and escalate to your Team Lead for review and closeout.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><b><strong style=\"white-space:pre-wrap;\">Escalate Tier 2+ Cases to FST Engineers:</strong></b><span style=\"white-space:pre-wrap;\"> Once all Tier 1 case objectives are completed, FST Techs will escalate cases to FST Engineers for more detailed troubleshooting and ultimate case hazard resolution.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><b><strong style=\"white-space:pre-wrap;\">Work Schedule and Travel:</strong></b><span style=\"white-space:pre-wrap;\"> Work remotely from home and be&nbsp;willing to work on a flexible schedule, including nights, weekends, and holidays, and travel as needed for training and team meetings.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><b><strong style=\"white-space:pre-wrap;\">Teamwork:</strong></b><span style=\"white-space:pre-wrap;\"> Liaise between customers, FST Engineers, and other members of Whisker Labs and the FST to ensure seamless operations and service delivery to our customers. Work collaboratively with other team members, sharing knowledge and supporting each other to achieve common goals.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><b><strong style=\"white-space:pre-wrap;\">Signal and Pattern Recognition:</strong></b><span style=\"white-space:pre-wrap;\"> Possess strong signal and pattern recognition abilities to learn and recognize fundamental fire hazard signal patterns in graphical data to communicate the presence and types of electrical fire hazard signals to customers and to use during troubleshooting.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><b><strong style=\"white-space:pre-wrap;\">Note Taking:</strong></b><span style=\"white-space:pre-wrap;\"> Ability to accurately capture notes in our systems while communicating with customers to ensure any team member can pick up and continue the case without causing the customer undue frustration of repeating troubleshooting steps.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><b><strong style=\"white-space:pre-wrap;\">Continuous Improvement:</strong></b><span style=\"white-space:pre-wrap;\"> Support team efforts to continuously improve and gain operation efficiencies by creating and maintaining documentation for internal training, workflow processes, and customer communication/troubleshooting.</span></li></ul><h6 style=\"margin:0px 0px 10px;padding:0px;font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;line-height:1.38;font-weight:600;font-size:15pt;text-indent:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">Requirements:</span></h6><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:16px 0px;line-height:1.38;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><span style=\"white-space:pre-wrap;\">A minimum of 2 years' experience in technical support, customer service, or a related field. Education and/or experience in technical troubleshooting, electrical systems or fire safety is an advantage.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><span style=\"white-space:pre-wrap;\">Excellent communication and interpersonal skills, with the ability to articulate complex technical information in a clear and understandable manner.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><span style=\"white-space:pre-wrap;\">A strong team player with the flexibility to adapt to rotating schedules and the demands of a startup environment.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><span style=\"white-space:pre-wrap;\">Proven troubleshooting skills and a methodical approach to problem-solving.</span></li></ul><h6 style=\"margin:0px 0px 10px;padding:0px;font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;line-height:1.38;font-weight:600;font-size:15pt;text-align:start;\"><span style=\"white-space:pre-wrap;\">What We Offer:</span></h6><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:16px 0px;line-height:1.38;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><span style=\"white-space:pre-wrap;\">Competitive salary + equity.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><span style=\"white-space:pre-wrap;\">The ability to make, own and carry out decisions.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><span style=\"white-space:pre-wrap;\">Health, dental, and vision insurance.</span></li><li style=\"font-size:12pt;margin:0px;line-height:1.38;\"><span style=\"white-space:pre-wrap;\">401(k) with match.</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><br><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:12pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">Whisker Labs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.</span></p>",
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