Job Description
Join our award-winning customer support team in Oakland as a Trainee! We provide all necessary equipment (laptop, headset, software licenses) to ensure your success from day one. This accelerated training program combines hands-on mentorship with comprehensive product knowledge to transform you into a technical support expert. Enjoy competitive compensation, full benefits, and clear career progression paths. Perfect for career changers and recent graduates with passion for technology and helping others.
Responsibilities
- Master company products/services through structured training modules
- Resolve customer inquiries via phone, email, and chat with 95%+ satisfaction
- Document cases accurately in CRM systems (Salesforce experience preferred)
- Collaborate with senior engineers on complex technical escalations
- Contribute to knowledge base articles and process improvements
- Meet/exceed monthly performance KPIs (first-response time, resolution rate)
- Participate in daily team huddles and skill-building workshops
Qualifications
- High school diploma or equivalent; college degree preferred
- Basic proficiency with Windows/macOS and troubleshooting concepts
- Exceptional verbal/written communication skills
- Ability to learn technical systems quickly with minimal supervision
- Customer-first mindset with patience and empathy
- Valid work authorization and ability to pass background check
- Reliable internet connection (we provide all hardware)
- Availability for occasional weekend shifts (1/month max)