Technical Care Associate

About the role

The Technical Care Associate (TCA) role within Project Kuiper's Customer Support team focuses on delivering timely, accurate, and professional general and technical support to all Kuiper customers. This includes managing customer escalations, offering detailed technical support, collaborating with other teams, documenting issues, and staying updated on new products and features.

Responsibilities

• Manage customer escalations and provide timely, effective solutions via phone, email, and chat
• Offer detailed technical support with clear and professional communication
• Collaborate with other customer support teams to resolve complex issues
• Identify trends in customer issues and propose improvements to support processes
• Help create knowledge base articles and team documentation
• Stay current on new Kuiper products and features

Requirements

• 2+ years of customer service experience
• Flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience with Microsoft Office products and applications

Qualifications

• Basic Qualifications: 2+ years of customer service experience, flexible schedule, experience with Microsoft Office products and applications
• Preferred Qualifications: Experience in technical support, drive to solve customer problems, ability to document technical issues, fluency in multiple languages

Skills

• Excellent listening skills
• Ability to handle change easily
• Quick learner and critical thinker
• Ability to handle ambiguity
• Professional communication skills

Benefits

• EAP, Mental Health Support, Medical Advice Line
• 401(k) matching

Pay

The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location.