Customer Support Associate Starlink
Customer Support Associate Starlink
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Salary Not Disclosed
1 Vacancy
Job Description
SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible with the ultimate goal ofenabling human life on Mars.
CUSTOMER SUPPORT ASSOCIATE (STARLINK)
Starlink a revolutionary satellite constellation will deliver lowlatency broadband internet worldwide. As an early member of the Starlink Customer Support team you will be the face of Starlink to customers ensuring they have an exceptional experience.
In this role you will triage troubleshoot and resolve customer issues. You will analyze trends identify gaps and design simple effective support interventions that improve the customers experience. SpaceX is looking for excellent problem solvers who move quickly and proactively and are obsessed with the success of the customer. This role is ideal for individuals looking to join an earlystagesupport team and set the tone for Starlink customer service.
RESPONSIBILITIES:
- Triage and resolve customer issues across multiple channels (inbound/outbound calls chat email)
- Provide technical support to customers using hardware software and network expertise
- Be a relentless internal advocate for the customer within SpaceX. Understand customer concerns address them and ensure their satisfaction
- Surface product process and training issues by pairing quantitative and qualitative methods
- Collaborate with internal teams to create and improve troubleshooting workflows and identify root causes of issues
- Create and maintain an internal knowledge base and help center collateral
BASIC QUALIFICATIONS:
- High school diploma or equivalency certificate
- 1 years of experience in a frontline customer support role and/or customer service
PREFERRED SKILLS AND EXPERIENCE:
- 6 months of customer support via phone chat email voice etc.
- Excellent problemsolving and sleuthing skills
- Ability to exceed the obvious and available solution to do whatever it takes to satisfy the customer by being relentless and taking ownership
- Excellent written and verbal communication skills. Talking with others comes naturally you derive satisfaction from resolving customer issues and can distill complex concepts into simple explanations
- Ability to work within a team environment
- Excellent empathy active listening and resiliency skills
- Strong attention to detail and excellent time management
- Experience in a training learning and development analytics service design vendor management or content management role
- Demonstrated experience in a highgrowth fastpaced environment
- Technical aptitude experience with networking hardware troubleshooting software development etc.
- Written/verbal business fluency inEnglish
ADDITIONAL REQUIREMENTS:
- Must be willing to work all shifts overtime holidays and/or weekends as needed
- This is not a remote position is onsite at the Bastrop facility and will require relocation if not already local to the Bastrop TX area
- Computer skills and experience working with customer support tools
- Strong Attendance is an essential function of the role
- Must be available for one of the following shift schedules:
- 2nd Shift: Monday Friday 3:30PM 2:00AM)
- 3rd shift: Saturday Wednesday 5:00AM 3:30PM)
- 4th shift: Saturday Wednesday 3:30PM 2:00AM)
ITAR REQUIREMENTS:
- To conform to U.S. Government export regulations applicant must be a (i) U.S. citizen or national (ii) U.S. lawful permanent resident (aka green card holder) (iii) Refugee under 8 U.S.C. 1157 or (iv) Asylee under 8 U.S.C. 1158 or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit competence and qualifications and will not be influenced in any manner by race color religion gender national origin/ethnicity veteran status disability status age sexual orientation gender identity marital status mental or physical disability or any other legally protected status.
Applicants wishing to view a copy of SpaceXs Affirmative Action Plan for veterans and individuals with disabilities or applicants requiring reasonable accommodation to the application/interview process should reach out to.
Required Experience:
IC
Employment Type
Full Time
