CLIENT SUPPORT

MADISON, WI

Our vision is to leverage technology to transform shopping into an engaging, rewarding, and delightful experience. We're a vibrant team of innovators who have embarked on a journey to reinvent how people shop. Our app gives users rewards for purchasing participating brands by scanning their receipts after shopping. Fetch has become one of the fastest growing tech companies in Wisconsin.

Our offices are located in downtown Madison overlooking Lake Monona. We like to celebrate our victories, big and small, and we've never been accused of taking ourselves too seriously.

As a small and agile team, we pride ourselves on the caliber of our work and the scope of our ambition. We have two sayings that sum up the ethos of Fetch Rewards: Defeat the Odds! and What's next?

We're committed to working with innovative and passionate people. As a young company, we need team players who can go above and beyond their individual responsibilities to help the company build towards its vision. If the challenge of disrupting a stagnant industry with the help of a hard-working and fun-seeking team excites you, then read on!

Your role in client support will put you as the face of Fetch and you will represent the company every day by directly interacting with our user base. We are often complimented on our responsiveness and helpfulness while assisting our users, and you will be able to own that sense of pride for the company. As a member of the client support team, you will predominantly liaise between internal and external users and the development team. Your technical competency and ability to internalize and articulate product bugs, enhancements, functionality, and engaging users will help you and Fetch succeed. An ideal candidate will thrive as an individual contributor, as well as in collaborative settings, by providing timely support to users, input on process improvement, and creating support-related content for users. The role requires an ability to blend technical, creative, and communication skills to support all Fetch users.

RESPONSIBILITIES:

  • Trouble-shoot and effectively communicate issues to Fetch Rewards users and the development team.
  • Maintain user satisfaction.
  • Technical software troubleshooting with development team.
  • Manage priorities and effectively complete day to day tickets and long-term projects.

PERFORMANCE MEASUREMENTS:

We know we're both succeeding when:

  • All requests are addressed within 24 hours.
  • You are effectively translating problems from users into repeatable bug reports for the technical teams in a way that they do not need additional information to identify the issues.
  • You solve problems and reduce the need to contact the technical teams.
  • You find yourself excited to tell people about what we're building here at Fetch. You wake up truly excited because you know what you do today will directly impact a young growing company.

THE IDEAL CANDIDATE WILL BE ABLE TO:

  • Ability to work from home after a probationary period (2 days a week).
  • Customer Service training and/or technical support experience a plus.
  • Proficiency in Zendesk and Microsoft Office (primarily Excel and Word) a plus.
  • Passion for problem solving and service with an entrepreneurial mindset.
  • Knack for quickly identifying issues and implementing solutions.
  • Strong communication skills both written & oral.
  • Active listener who asks the "right" questions to fully understand a request.
  • Team-player who is eager to collaborate and welcomes open discussion in order to problem solve.
  • Ability to effectively manage day to day tasks and long-term projects with the passion and desire to increase the scope of the support team.

COMPENSATION AND BENEFITS:

  • Medical, dental, and vision benefits available
  • 401K
  • Paid time off
  • Ability to bring pet to work (subject to other employee allergies, pet's cleanliness and other factors)
  • Dress Code: Casual (Shorts and flip flops make an appearance during the summer).
  • Job Type: Full-time
  • Compensation: $15.00 to $17.00 /hour