RESPONSIBILITIES:

📍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 our customers' experience. 📍We're looking for excellent problem solvers who move quickly and proactively, and are obsessed with the success of our customers. This role is ideal for someone looking join a scrappy, early-stage Support team and set the tone for how we help our customers. 📍Triage and resolve customer issues across multiple channels (digital, voice, etc.). Be a relentless internal advocate for the customer within SpaceX 📍Provide technical support to customers using hardware, software, and network expertise 📍Surface product, process, and training issues by pairing quantitative and qualitative methods. Be the voice of the customer, in the language of the business 📍Collaborate with internal teams to create and improve troubleshooting workflows and resolve root cause issues 📍Create and maintain internal knowledge base and help center collateral

BASIC QUALIFICATIONS:

📍High school diploma or equivalency certificate 📍1+ years of experience in a front-lines customer support role 📍Fluent in Italian and English

PREFERRED SKILLS AND EXPERIENCE:

📍Excellent problem-solving and sleuthing skills. You go beyond just the apparent and available answer and do what it takes to satisfy the customer. You are relentless and own it 📍Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving their issues, and you can distill complex concepts into the simplest explanations 📍Excellent empathy, active listening, and resiliency skills. You internalize customer concerns, solve them, and keep it positive 📍Strong attention to detail and time management skills. You take pride in your craft 📍Willingness and ability to flex weekend and night shift hours as needed to support our growth 📍Experience in a training, learning and development, analytics, service design, vendor management, or content management role 📍Start-up, consulting, or other demonstrated experience in high-growth, fast-paced environment 📍Technical aptitude - experience with networking, hardware troubleshooting, software development, etc. 📍Written/verbal business fluency in Italian