CUSTOMER SUPPORT ASSOCIATE (STARLINK)

Company: SpaceX
Location: Bastrop
Posted on: September 29, 2024

Job Description:

Customer Support Associate (Starlink) at SpaceXBastrop, TXSpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.CUSTOMER SUPPORT ASSOCIATE (STARLINK)Starlink, a revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an early member of the Starlink Customer Support team, you will be the face of Starlink to customers, ensuring they have an exceptional experience.In this role, you will triage, troubleshoot, and resolve customer issues. You will analyze trends, identify gaps, and design simple, effective support interventions that improve the customer's experience. SpaceX is looking for excellent problem solvers who move quickly and proactively and are obsessed with the success of the customer. This role is ideal for individuals looking to join an early-stage-support team and set the tone for Starlink customer service.RESPONSIBILITIES:Triage and resolve customer issues across multiple channels (digital, voice, etc.)Provide technical support to customers using hardware, software, and network expertiseBe a relentless internal advocate for the customer within SpaceX. Understand customer concerns, address them, and ensure their satisfactionSurface product, process, and training issues by pairing quantitative and qualitative methodsCollaborate with internal teams to create and improve troubleshooting workflows and identify root causes of issuesCreate and maintain an internal knowledge base and help center collateralBASIC QUALIFICATIONS:High school diploma or equivalency certificate1+ years of experience in a front-line customer support rolePREFERRED SKILLS AND EXPERIENCE:Excellent problem-solving and sleuthing skillsAbility to exceed the obvious and available solution, to do whatever it takes to satisfy the customer by being relentless and taking ownershipExcellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving customer issues, and can distill complex concepts into simple explanationsExcellent empathy, active listening, and resiliency skillsStrong attention to detail and excellent time managementExperience in a training, learning and development, analytics, service design, vendor management, or content management roleDemonstrated experience in a high-growth, fast-paced environmentTechnical aptitude - experience with networking, hardware troubleshooting, software development, etc.Written/verbal business fluency in EnglishADDITIONAL REQUIREMENTS:Must be willing to work all shifts, overtime, holidays, and/or weekends as neededThis is not a remote position and will require relocation if not already local to the Bastrop, TX areaApproximate shift times: 1st shift: Monday - Friday (5:00 AM - 3:30 PM) and 2nd shift: Monday - Friday (3:30 PM - 2:00 AM)COMPENSATION AND BENEFITS:Pay Range:Customer Support Associate/Level 1: $20.00/hourCustomer Support Associate/Level 2: $22.50/hourCustomer Support Associate/Level 3: $25.00/hourYour actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year.ITAR REQUIREMENTS:To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. - 1157, or (iv) Asylee under 8 U.S.C. - 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here (https://www.pmddtc.state.gov/?id=ddtc_kb_article_page&sys_id=24d528fddbfc930044f9ff621f961987) .SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.Applicants wishing to view a copy of SpaceX's Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at (310) 363-6000.

Keywords: SpaceX, Austin , CUSTOMER SUPPORT ASSOCIATE (STARLINK), Other , Bastrop, Texas