Customer Service Technician (FST Tech)
WFA Digital Insight
As the demand for smart home technology and fire prevention solutions continues to grow, companies like Whisker Labs are leading the charge. With a 25% increase in smart home device adoption in 2025, the need for skilled customer service technicians who can troubleshoot and resolve technical issues is on the rise. Whisker Labs stands out for its innovative approach to fire safety, and this role offers a unique blend of technical expertise and customer service. Before applying, candidates should be prepared to highlight their technical skills, particularly in Excel, as well as their ability to work in a fast-paced, dynamic environment.
Job Description
About the Role
The Customer Service Technician (FST Tech) role at Whisker Labs is a critical part of the company's mission to prevent electrical fires and promote community fire safety. As a FST Tech, you will be the first point of contact for customers, responding to queries and providing technical support to resolve fire hazard cases. You will work closely with the FST Engineers and other team members to ensure seamless operations and service delivery to customers.The FST Tech role requires a unique combination of technical expertise, customer service skills, and the ability to work in a fast-paced environment. You will be responsible for managing customer relationships, troubleshooting technical issues, and escalating cases to FST Engineers when necessary. The ideal candidate will have excellent communication skills, the ability to work independently, and a strong attention to detail.
Whisker Labs is a dynamic company that values innovation, teamwork, and customer satisfaction. As a FST Tech, you will be part of a team that is dedicated to making a positive impact on people's lives and property. The company offers a flexible work schedule, occasional travel opportunities, and a collaborative work environment.
What You Will Do
- Respond to customer inquiries and provide technical support to resolve fire hazard cases
- Manage customer relationships and communicate effectively with customers via audio calls, text messaging, and email
- Perform Tier 1 troubleshooting with customers using decision-tree troubleshooting guidance and customer communication scripts
- Escalate Tier 2+ cases to FST Engineers for more detailed troubleshooting and resolution
- Work collaboratively with FST Engineers and other team members to ensure seamless operations and service delivery
- Develop and maintain documentation for internal training, workflow processes, and customer support
- Continuously improve and gain operational efficiencies by identifying areas for improvement and implementing changes
- Participate in team meetings and training sessions as needed
- Travel occasionally for training and team meetings
What We Are Looking For
- 2+ years of experience in customer service or technical support
- Excellent communication and interpersonal skills
- Strong technical skills, particularly in Excel
- Ability to work independently and as part of a team
- Strong attention to detail and ability to troubleshoot technical issues
- Experience working in a fast-paced environment
- Ability to work flexible hours, including nights, weekends, and holidays
- High school diploma or equivalent required
Nice to Have
- Experience working in a remote or distributed team environment
- Familiarity with smart home technology and fire prevention solutions
- Certification in customer service or technical support
- Experience with CRM software or customer support platforms
Benefits and Perks
- Competitive salary and benefits package
- Flexible work schedule and remote work options
- Opportunities for professional development and growth
- Collaborative and dynamic work environment
- Access to cutting-edge technology and tools
- Recognition and reward for outstanding performance
- Comprehensive health and wellness program
How to Stand Out
- Develop your technical skills, particularly in Excel, to improve your chances of success in this role.
- Showcase your customer service experience and skills, highlighting any previous experience working in a fast-paced environment.
- Be prepared to talk about your ability to work independently and as part of a team, as well as your strong attention to detail.
- Research Whisker Labs and its mission to prevent electrical fires and promote community fire safety, and be prepared to discuss how your skills and experience align with the company's goals.
- Consider highlighting any experience you have working with customers in a technical support or customer service role, and be prepared to provide examples of times when you successfully resolved technical issues.
- Don't be afraid to ask questions during the interview process, such as what a typical day looks like in the role or what opportunities there are for professional development and growth.
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