Customer Support Specialist

Portland, OR, United States

** Customer Support Specialist**

** Portland, OR**

**CUSTOMER SUPPORT/SUCCESS SPECIALIST - PORTLAND LOCAL ONLY**

**What we do:**

Streem, a Frontdoor company, combines AR, video, and AI to create our revolutionary remote communication platform. Our tech is bleeding edge, while our user experience is eloquent and intuitive. Learn more at streem.com.

By bringing together some of the latest technologies in a convenient and easy-to-use app, we are revolutionizing communication beyond standard remote video. Leveraging Augmented Reality (AR), Machine Learning, and Image Recognition, Streem can identify products, extract model/serial numbers, recognize problem situations, and more, making the professional even more efficient than if they were onsite.

**What you will do:**

The Customer Support Specialist role is crucial to our customers overall satisfaction. You will be responsible for providing an outstanding customer support experience to our customers. From problem identification through resolution, you will own and manage the customer support experience over the phone and web. You are a passionate customer advocate who loves to ensure customers have the information they need to be successful. When needed, you will collaborate with others to engage subject matter experts, Engineering, Product, or Management. Your day-to-day will include providing both support expertise (either on your own or by involving your colleagues) and excellent communication to our customers.

**What you'll do**

* Provide support of incoming tickets, including analysis and troubleshooting, covering multiple products, features, and services

* Act as the initial point of contact for all system-related concerns from clients or other employees

* Hit prescribed response and resolution SLAs so that Streem can deliver on promised service levels

* Provide visibility of requests for support and technical assistance, steps taken to resolve issues, and the specific dates/individuals involved

* Lead a redesign of the Customer Help Center

* Creating training materials pertaining to troubleshooting and usage

* Develop tools to aid operations, support, and maintenance

* Provide issue status updates to stakeholders, both internal and external, and follow-up to maintain service level agreements

* Work with engineering teams on active support issues while developing a team-specific knowledge base and documentation

* Attend internal bug triage meetings and act as a conduit between teams

**What youll need:**

Streem is looking for the best and brightest minds. Consider this a list of guidelines, because if you can demonstrate solid skills, high energy, quick learning, and integrity, we want to meet you regardless.

* 4+ years overall development/technical support experience

* Excellent written and verbal communication skills

* Experience building Help Center Content & Structure

* Comfortable working with help desk software. Zendesk, Hubspot, Salesforce preferred. Experience with administering help desk software is ideal.

**Bonus:**

* Solid understanding of Web Applications, and the ability to use browser dev tools and read service logs to diagnose issues.

* Ability to write intermediate-level database queries. SQL skills

Streem was acquired by Frontdoor (FTDR) in December 2019. Co-Founders Ryan Fink (CEO) and Sean Adkinson (CTO) began building the business in 2017 and continue to create game-changing technologies, lead the industry narrative and foster a workplace where people are happy to go to work every day.

**Diversity, equity, and inclusion:**

Streem prioritizes building a work environment and culture that works well for employees of every race, gender, sexual orientation, size, disability, and background.

**No silos, no egos:**

Streem values ideas, interdisciplinary collaboration, and an open exchange of constructive feedback. To make this safe for everyone, we foster a culture of trust and respect rather than competition between employees. If youve got skills or interests outside what we mentioned in our listing, we want to know about them!

**Week-long 10% time:**

Once a quarter, our entire team sets aside the strategic roadmap and spends a week on whatever we think is important. Doing this together encourages big ideas and cross-department team-ups, and its a lot of fun.

**Enjoy your work life; keep your home life:**

Since the emergence of Covid-19, Streem has transitioned to a fully remote work environment. We provide monitors and other basics to make your WFH life easier. During these times, we keep our Streem culture healthy with regular virtual get-togethers and Friday demo days. Streemers spend time together in a lunch-hour book club and other fun (remote) team activities. We also value our personal time and understand the complexities of working from home. Our co-founders both have young children and lead by example by avoiding crunch time and exercising our unlimited PTO policy.

**About Frontdoor:**

Frontdoor is a company thats obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark, and OneGuard, as well as Candu Home Solutions, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform.

Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The companys customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds). For more details, visit frontdoorhome.com.

Frontdoor is a company thats obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as AHS Proconnect , an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The companys customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds).For more details, visit frontdoorhome.com.

Job Category: Sales

ID: R0015440

Frontdoor is a company thats obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as AHS Proconnect , an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The companys customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years

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