Startup Careers

Be a part of our family by contributing to our portfolio companies’ innovation and success. Browse open positions below with Intel Capital portfolio companies.

Customer Care and Technical Support Specialist (Tier 4) at North
Kitchener City, Ontario, CA

You’re a shameless tech enthusiast who loves learning the ins and outs of the latest gadget. You have excellent communication skills and are able to convey intricate technical information clearly and concisely. You’re a team player with the ability to work with cross-functional teams covering engineering, marketing, and operations. You love to help others and have a passion for the role that the customer experience plays in the success of a company.

Main objectives:

  • Within 15 days,
    • Learn the ins and outs of Focals and the internal and external tools used by the customer care team
    • Address all internal and external tester inquiries including, but not limited to, technical bug and feedback tester issues and document in needed systems
    • Assure that all technical information being conveyed to testers is accurate and up to date
    • Assist with software and hardware and development issue feedback
    • Work alongside Care Tier 4 to maintain a great customer experience
  • Within 30 days,
    • Help identify any trends to alert management
    • Support internal teams (product, software, hardware, marketing and more) with customer care related initiatives
    • Learn the technical details of current products
    • Help loop customer feedback to internal teams to drive product development and experiences
    • As time permits, as secondary role, learn and assist with Myo support
  • Within 60 days,
    • Support tester and customer tickets
    • Become a customer care champion internally and externally
    • Work with Retail operations to provide prompt support for any need they may have, all while relaying information to the appropriate team
    • As time permits, as secondary role learn and assist with Focals and Myo  support

What You’ll Need:

  • 3+ years experience in a customer support role covering customer care, technical support and RMAs
  • Ability to support email, chat, social media, phone channels
  • Ability to easily comprehend technical problems and convey solutions for both hardware and software issues
  • Strong interpersonal skills
  • Impeccable grammar, spelling, and written communication skills
  • Demonstrated ability to work well in a fast-paced, multi-disciplinary team environment
  • Ability to handle difficult, and potentially confrontational situations, with patience and ease

Bonus points for:

  • Background in the tech/consumer electronics industry
  • Degree or diploma in Computer Science, Engineering, or a related field
  • Independent worker with strong initiative
  • Previous startup experience
  • Zendesk Support preferred (or Oracle, Salesforce, Desk.com, etc.)