Job description

Customer Support Specialist

Reports To: Customer Support Manager

Customary Work Days: Monday through Friday.

Customary Work Hours: 8:30 AM to 5:00 PM weekdays

Position Summary: The Customer Support Specialist will provide phone, email, and chat support to assist customers with device issues, installation, account setup, and app usage. Working closely with senior management, engineering, sales and customer service teams, the Customer Support Specialist will be a quick learner with excellent phone and communication skills, and a consummate problem solver. They will be expected to assist with a variety of tasks and activities in the daily operations of a fast-growing marine technology company. A basic knowledge of electrical circuits and theory is not required but would be a great plus.

We’re looking for a candidate who is a good listener, personable, upbeat, articulate, eager learner, customer service focused, conflict resolver/problem solver.

About Siren Marine: Siren Marine, an early-stage marine technology company, is pioneering Connected Boat® technology that gives boaters the peace of mind that their boats are always safe, secure and ready to enjoy. Our proprietary monitoring technology and best-in-class user interface are bringing the “Internet of Things” to the marine industry.

Duties & Responsibilities

• Obtain a solid understanding of Siren Marine’s product line.
• Answer phone calls, emails and chats from consumers, dealers and installers about product functionality and use cases in a timely and professional manner.
• Provide clear and concise instructions by phone and email on device installation, device set-up, account creation, and account management.
• Represent the company in a friendly, clear and professional manner when speaking to customers over the phone or in person.
• Continually build, update and refine the Siren Marine technical database, including Q&A’s, manuals, and online resources.
• Conduct in-house testing and device configuration.
• Monitor competitor activity and maintain up-to-date competitor comparison chart.
• Where possible, upsell customers on accessories, service plans, etc.
• Assist with maintaining a customer support ticketing system (Zendesk).
• Able to provide detailed product knowledge to new and existing customers.
• Able to make sales recommendations to potential customers.
• Perform other tasks as assigned.

Job Requirements & Qualifications:

• Must be a quick learner with excellent phone and communication skills, and a consummate problem solver.
• Must have strong verbal and written communications skills, are absolutely required.
• Must be a good listener with the ability to make the customer feel heard and helped.
• Strong computer skills including Microsoft Office, Apple and email protocols.
• Experience with NetSuite a plus, but not required.
• Experience with Zendesk or similar customer support ticketing system a plus, but not required.
• Ability to quickly learn and adapt to various office systems and software.
• Working knowledge of electrical and electronic principles.
• Comfortable in a fast-moving and dynamic environment.
• All applicants will be required to obtain a NMEA Marine Electronics Installer license after 3 -6 months of employment, if not currently certified. This is a benefit provided by the company.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Newport, RI 02840: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: One location

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