CLIENT SUPPORT

MADISON, WI

Fetch is a fast-growing technology company innovating and changing how consumers fulfill their grocery needs. We are headquartered in the heart of downtown Madison, with offices in Chicago and New York. Fetch currently provides a mobile grocery shopping app, Fetch Rewards, that allows users to get rewarded every time they scan a receipt from a grocery store. Fetch Rewards is free and available in both the Android and iOS platforms. The mission of Fetch is to provide easy access to the information and technology necessary for people to enjoy every stage in the life of food (inspiration, planning, purchasing, preparation, and of course ... eating). Founded in 2013 and growing, Fetch is looking for a Client Support Specialist to help us change the grocery shopping experience.

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 retailers and users. We are often complimented on our responsiveness and helpfulness while assisting our retailers/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 and retailers.

RESPONSIBILITIES:

  • Trouble-shoot and effectively communicate issues to both retailers/users and the development team.
  • Maintain retailer and user satisfaction.
  • Technical hardware and software troubleshooting with retailers.
  • Submit logistics request when hardware needs to be replaced.
  • 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 retailers/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:

  • 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.
  • You must be extremely organized. You will be communicating with multiple retailers under the same name, and you don't want to call Store 595, when Store 372 called.

COMPENSATION AND BENEFITS:

  • Competitive Salary
  • 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)
  • No Dress Code