Customer Experience & QA Specialist job in Philadelphia

Are you passionate about making customers happy and transforming their challenges into delightful experiences? Would you love to get behind an organization that’s committed to empowering women and transforming society? At ROAR for Good, Entrepreneur Magazine’s Top 10 in Wearable Wellness, we’ve created Athena, a smart safety device to help reduce assaults and empower women. Led by one of the BBC’s Top 100 Women, the ROAR team seeks a Customer Support & QA Specialist who lives to make a difference in the lives of our customers and cares deeply about how their experience is affected by our product and service.

As ROAR’s Customer Support & QA Specialist, you will be 100% focused on pleasing our customers and turning them into happy champions of ROAR. Additionally, you will be rigorously testing our hardware and software products to ensure they are functioning properly. The ideal candidate will thrive in situations that require rapid troubleshooting while creating a delightful customer experience.

Responsibilities:

• Respond to customer requests via live chat, Twitter, email, and phone.
• Troubleshooting various customer support issues from needing assistance with the hardware to problems with an order.
• Creating and maintaining our customer support documentation (e.g., FAQs) to address commonly asked questions and issues.
• Organize and help create a streamlined process to track all customer support issues.
• QA - Test software to make sure all features within our mobile application are functioning properly.
• RMA - Test returned devices (hardware) by taking devices apart to make sure that it is functioning as it should, and is not broken or “inaccessible.”

Requirements:

• 1 to 2 years of professional work experience, including internships.
• An interest or degree in engineering is a plus.
• Experience with customer support systems (e.g., ZenDesk) is a plus.
• Driven by a high-level of empathy for the customers you are supporting.
• Strong organizational and technical troubleshooting skills.
• Excellent written and verbal communication skills.
• Your own reliable laptop is required.

Salary & Compensation:

• Salary - $35K to $40K
• Company contribution to health and dental insurance
• Unlimited PTO
• We have a very team-oriented office where we eat lunch together a few times during the week and celebrate milestones as a group
• Opportunity for advancement