What are the responsibilities and job description for the Customer Support Specialist position at Frontline Wildfire Defense?
About Frontline Wildfire Defense
At Frontline Wildfire Defense, our mission is to protect homes, families, and communities from wildfire disasters. Our innovative wildfire defense system allows homeowners to track wildfires, receive critical alerts, and actively safeguard their properties using a remotely operated fire protection system. With multiple layers of redundancy, our system hydrates homes and surrounding areas to prevent ignition from flying embers—the #1 cause of structure loss during wildfires.
We are a fast-growing team that has already achieved significant milestones in protecting homes across Northern and Southern California. Our team includes experienced engineers, product designers, and industry experts, and we are looking for a Customer/Installer/Field Support Technician to help drive our efforts.
About This Opportunity
The Customer Support Specialist will manage customer inquiries and resolving issues, providing comprehensive information regarding products or services, aiding in order processing, managing returns or exchanges, and ensuring customer satisfaction through efficient and professional communication, all while keeping accurate customer records and complying with company policies.This is a remote opportunity, with a preference for candidates located in the Pacific or Mountain time zones.
Key Responsibilities
- Assist customers through various channels such as phone, email, or online to offer assistance and information regarding products or services.
- Identify and address customer concerns promptly and effectively; if an issue exceeds the representative's expertise, it is escalated to the designated specialist or relevant personnel.
- Maintain accurate records of customer interactions, including issues, resolutions, and follow-up actions, using our support ticketing system.
- Collaborate with team members to improve customer service processes and address client concerns effectively.
- Provide accurate information regarding products, services, and wildfire defense techniques.
- Performs additional related tasks as assigned.
Qualifications
- High school diploma or equivalent.
- Excellent at managing customer relationships: adept at establishing and nurturing professional connections with both current and prospective clients.
- Strong communication skills, both verbal and written, with a focus on customer satisfaction.
- Ability to manage multiple tasks and work in a fast-paced environment.
- Exceptional problem-solving/trouble-shooting skills.
- Proficient in Google Drive, Excel, and Word.
Compensation & Benefits
- Salary Range: $60,0000-$70,000, based on experience.
- Company-provided [equipment, if applicable].
- Medical, Dental, and Vision insurance.
- 401(k) Plan.
- Flexible time-off policy 10 paid holidays per year.
- Remote/Field-Based work environment, offering autonomy and flexibility
- Join a passionate, mission-driven team making a real difference.
- And much more!
Join Our Mission!
If you're excited about designing innovative wildfire defense systems that help protect homes and communities, we want to hear from you! Apply today and become part of a fast-growing team with purpose and innovation at its core.
Diversity and inclusion are essential values at Frontline. We know we'll do our best and most impactful work when we feel we're represented, and we belong. We encourage talented people from a wide variety of backgrounds and experiences to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status
Salary : $70,000 - $600,000
