Support Specialist

Role Responsibilities

• Answering user questions through written email format using pre-written responses
• Educating users on technical topics such as new features and product bugs
• Developing a deep understanding of the application and how it works
• Communicating with users in a way that addresses their concerns regardless of their technical background
• Ability to identify whether an issue is new or existing and react accordingly
• Providing service that prioritizes user retention
• Achieving daily, weekly and monthly performance expectations consistent with team and department goals
• Maintaining up-to-date knowledge in a fast-paced environment by actively consuming support communications and resources
• Engaging with colleagues and celebrating both individual and team accomplishments

Minimum Requirements

• Technically Proficient: Google is your best friend
• Fast Learner: Rapid fire communication works for you
• Adapts to Change: New things are your vibe
• OK with Repetition
• Self-Motivated
• Seeks Feedback
• Maintains a Positive Attitude
• Professional and Accountable
• Maintains Focus
• Service Minded: Does what is best for our users, even if it's difficult for us
• Resourceful
• Problem Solving: You know that clearing the cache and cookies is a good place to start
• Team Mindset

Preferred Requirements

• Extensive technical knowledge
• Fluency in written Spanish

Compensation and Benefits

• Hourly rate of $20.20
• Equity in Fetch for full-time employees
• 401k Match: Dollar-for-dollar match up to 4%
• Comprehensive medical, dental and vision plans for employees and pets
• $10,000 per year in education reimbursement
• Employee Resource Groups and Inclusion Council participation
• Flexible PTO, 9 paid holidays, year-end week-long break
• 20 weeks of paid parental leave for primary caregivers, 14 weeks for secondary caregivers
• $2,000 Calvin Care Cash incentive for new family members
• Flexible work environment with hardware and software provided