Who We are

Electric is on a mission to simplify IT for small businesses everywhere. In the US alone, 99% of companies are small businesses, and we have a huge opportunity to impact how they run by providing a solution that makes managing IT easy (even if you’re not an IT expert)! We do that for almost 1,000 small businesses and over 55,000 users with IT Management Software that makes technical things like device management, application provisioning, cybersecurity policies, employee onboarding, and compliance reporting easy to manage and improve.

Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and of our mission to simplify IT.

If you want to bring your skills to a highly collaborative team and are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to small businesses across the U.S., read on.

Overview

We are seeking a friendly and enthusiastic Product Support Specialist to be the first member of our customer support team. As a Product Support Specialist, you will be on the front lines supporting, triaging, and resolving customer inquiries and completing various tasks assisting the broader Customer Success team. The ideal candidate must be able to communicate effectively and efficiently with customers, possess problem-solving skills, and above all, have a passion for helping others. You will join a fast-paced team focused on the success, retention, and expansion of our customers and gain the training and skills needed for a successful career supporting and servicing our customers.

What you’ll do

• Respond to customer inquiries via email or chat in a timely and professional manner.
• Troubleshoot customer issues and provide appropriate solutions.
• Process and complete set tasks submitted by our Customer Success Managers on behalf of their customers
• Ensure customer satisfaction by providing timely and accurate information.
• Escalate complex customer issues to the appropriate department.
• Assist with customer data collection, data validation, and data entry
• Follow up with customers to ensure their issues have been resolved.
• Provide feedback to the management team regarding common themes related to customer complaints or issues.
• Work collaboratively with other departments to resolve customer issues.
• Continuously improve customer service skills and knowledge.

Who you are

• At least 6+ months customer service experience at a technology company preferred
• Strong and personable customer service skills while interacting with customers
• Ability to write clearly and concisely
• Highly-organized individuals with the ability to manage their time and priorities are a must
• Attention to detail -- accuracy is key
• Strong problem-solving skills and ability to think creatively.
• Ability to exercise discretion and independent judgment with respect to prioritization of assigned tasks

Excited about the opportunity, but worried you don’t meet all the requirements? We recognize that people are less likely to apply to jobs where they don’t meet every single qualification. Imposter syndrome can get in the way of meeting spectacular candidates. We encourage you to apply anyway, and give us both the chance to find out if you’re the right candidate for this or other roles!

Read about working at Electric here and meet our leadership team!

We offer a range of benefits that include:

• Flexible and generous PTO
• Mental Wellness Days
• Volunteer Days
• Medical, Vision, Dental, and Orthadontia Coverage
• 401k
• ESOP (Employee Stock Option Program)
• Kindbody Membership for Family Planning
• Pre-taxed Commuter Benefits
• Generous Parental Leave
• Paid medical, family, and military leave
• Short and Long Term Disability
• Employee Assistance Programs
• Life Insurance funded by Electric
• Training and career growth
• Awesome team building events!

Where?

We are headquartered in NYC, with an office in Denton, TX and remote locations across 27 states. Our largest markets outside of the Tri-State area and Dallas-Fort Worth area are San Diego, Denver, Raleigh. We embrace a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ. With a widely distributed team, we are used to working remotely across different time zones.

See below to see if you are eligible to work within the 27 states we hire in: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin.

Standard Working Hours: In local timezone 9:00AM -6:00PM

We are an equal opportunity employer.

We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users.

We are committed to creating a diverse and inclusive work environment. Electric does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status or any other protected status under the law.

Accommodations

Electric is committed to providing access, equal opportunities, and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation as part of the recruitment process, please contact: TA@electric.ai.

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