Technical Customer Advocate
Scanned Inc. – Doxie Mobile Scanners, United States

Hey you,

Looking for a job sucks. Not dissimilar to dating, it's a grueling process that leaves some feeling unappreciated and vulnerable.

What's more, it’s so frustrating to have to wade through vague descriptions and buzzwords to decipher what a company really wants out of you. Trying to make sure it won't be a thankless exploitation for long hours of something you really don't give a crap about.

This may be a maddening or difficult time, and whether or not we end up working together, I hope you find something that fuels you, brings you happiness, and takes advantage of your skills.

Hang in there,
Susan

Chief Operating Officer, Scanned Inc.

Scanned Inc. is a design-driven consumer electronics design and software company. Our flagship product line, Doxie, has offered award-winning document scanners for going paperless since 2008; Barcode Producer is the industry-leading design suite for creating barcodes for packages and products.

We’re hiring a Technical Customer Advocate to provide customer support for our four different brands of hardware and software products.

This job is offered as a remote position. All positions at Scanned Inc. are remote-friendly. Remote work isn't new to us we've done it for quite a while, and we're very good at it and we're organizationally "remote-first."

As a Technical Customer Advocate, you’ll spend the majority of your time responding to requests from current and prospective customers, mostly via email. Most interactions are a mix of troubleshooting and providing empathetic customer service that makes people feel heard.

Here’s what that might look like day-to-day:

• Helping customers solve problems with kindness and compassion, and empowering them to resolve issues independently.
• Responding to customers where they contact us: primarily via email, but occasionally, you’ll interact with customers via phone, chat, or social media.
• Troubleshooting and diagnosing technical issues and escalating complex cases to senior staff when appropriate.
• Developing and maintaining product knowledge: you’ll be trained on our products' ins and outs, and you’ll stay informed on trending issues and product updates.
• Assisting with writing and maintaining customer-facing help pages, internal documentation, and standard responses to our most common questions.
• Monitoring and responding to product reviews on Amazon and our other selling platforms

Requirements

We love our customers, and we want to make sure they have the best experience possible whenever they contact us. That’s where you come in!

This role may be great for you if:

• You’re patient, empathetic, and enjoy understanding others.
• You don’t mind asking questions or explaining things twice (or sometimes more).
• You’re curious and adaptable, with the ability to shift strategies quickly to meet the needs of our customers.
• You love to solve tricky technical problems. You are driven to find the underlying issue and how to resolve it.
• You enjoy working independently and can keep yourself on track with minimal supervision.

An ideal candidate will have:

• At least one year of experience in customer support or a related field
• Excellent written and verbal communication skills - much of the day is spent communicating in written form with both customers and team members.
• Strong interpersonal skills, compassion, enthusiasm, and diligence.
• BONUS: Experience in at least one of these industries or specialties consumer electronics, consumer goods, B2C software, B2B software, product design, engineering.
• BONUS: Experience working with customers via ticketing software

We welcome all applicants regardless of race, color, religion, age, pregnancy, gender identity or expression, disability, or sexual orientation.

Benefits

Salaried Position

This is a full-time salaried position offered at 45,000-50,000 USD per year.

Medical amp; Vision Insurance

100% paid health insurance (BCBS) and 100% paid vision (Community Eye Care) as of right now, these are offered to U.S. candidates only.

Included On-demand Telehealth Doctor Visits

Our health insurance plans make available on-demand virtual visits with board-certified doctors. See a doctor, therapist, or psychiatrist via your phone, computer, or mobile app anytime, anywhere (24/7/365).

Flexible Spending Accounts (FSA amp; DCFSA)

Full Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA) offered for settin

Job Rewards and Benefits