Technical Customer Experience Representative - Join Our High-Performing Team in Richmond, VA, and Make a Real Difference in Home Security

About SimpliSafe: Protecting Homes and Careers

SimpliSafe is a pioneering high-tech home security company that's not just passionate about protecting the life you've built but also deeply invested in the career you're building. Our culture is one of collaboration, innovation, and no ego, where talented individuals can find big opportunities and make a significant impact. We're not just looking for people to work here; we want them to grow and thrive with us.

Embracing a Hybrid Work Model for a Better Work-Life Balance

We're adopting a flexible hybrid work model that lets our teams split their time between our office and home. This means you'll have the flexibility to work from home or come into our office on core days (typically Tuesday, Wednesday, or Thursday) to collaborate in person. The rest of the week, you can choose where you work best. This model gives you the best of both worlds, allowing you to be productive and fulfilled.

Why We're Hiring: Growing and Thriving Together

SimpliSafe is on a growth trajectory, and we're looking for smart, talented, and humble individuals who share our values to join our team. If you're looking for a challenging role where you can make a real difference, we've got the opportunity for you.

The Opportunity: Technical Customer Experience Representative

We're excited to offer a Technical Customer Experience Representative role starting at $18 per hour, with opportunities to increase your hourly rate up to $21 based on performance and schedule within the first few months. As a key member of our customer support team, you'll be the face of SimpliSafe, providing top-notch technical support to our customers. If you're passionate about delivering exceptional customer service and helping people stay safe in their homes, this is the role for you.

What You'll Do: Key Responsibilities

• Respond promptly, courteously, and knowledgeably to technical support inquiries, ensuring a high level of customer satisfaction.
• Provide top-tier support to all customers, aiming for first-call resolution to their issues.
• Educate customers on system installation and use, and assist in troubleshooting technical issues.
• Utilize your prior customer support experience to enable customer success and happiness.
• Employ problem-solving skills to resolve customer issues and address concerns effectively.
• Make outbound calls to current customers to address issues when needed, ensuring proactive customer support.

What You'll Bring: Essential and Preferred Qualifications

To succeed in this role, you'll need:

• Proven success in a phone-based customer service or call center position, with a track record of delivering exceptional customer experiences.
• The ability to understand and determine root causes to customer issues, providing effective solutions.
• Comfort with technology and the ability to provide technical assistance for consumer electronics.
• A strong work ethic and the drive to contribute to company goals, with a positive, can-do attitude.
• Clear and effective phone communication skills to ensure all customer issues are resolved efficiently.
• The ability to work independently and in a team setting, prioritizing tasks in a fast-paced environment.
• A strong commitment to customer happiness and satisfaction, with an eagerness for continuous improvement.

Additionally, you must be eligible for certification as an electronic security employee, which involves submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for a national and Virginia criminal history search.

Perks and Benefits: We're Invested in Your Success

At SimpliSafe, we offer a range of benefits and perks to support your well-being and career growth, including:

• Shift differential for nights and weekends, recognizing your flexibility.
• Opportunities for career progression, helping you grow with our company.
• Medical, dental, and vision benefits starting on day one, so you're covered from the start.
• Matching 401(k) up to 4%, supporting your long-term financial goals.
• Holiday pay, paid time off, and team-building activities to foster a positive work environment.
• #BagelThursdays and employee referral programs, adding a touch of fun to your workweek.

Our Values: What We Stand For

At SimpliSafe, we're guided by a set of core values that define our culture and how we work together:

• Customer Obsessed: Building deep empathy for our customers and developing strong, long-term relationships.
• Aim High: Challenging ourselves and others to raise the bar and achieve more.
• No Ego: Embracing a "no job too small" attitude, with an open, inclusive, and humble style.
• One Team: Adopting a highly collaborative approach to achieving success.
• Lift As We Climb: Investing in developing others and helping them succeed.
• Lean & Nimble: Working with agility and efficiency to experiment and innovate in an often-ambiguous environment.

Join Our Team: Make a Difference in Home Security

If you're a motivated, ambitious self-starter looking for a challenging role where you can make a real difference, we want to hear from you. At SimpliSafe, we're committed to creating a culture that supports your growth and well-being. Apply now to join our high-performing team in Richmond, VA, and be part of our mission to make everyone feel safe in their own home.

We're an equal opportunity employer, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

If you need a reasonable accommodation to fully participate in the job application or interview process, or to perform the essential functions of the role, please contact [email protected].