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IndustryConsumer, E-commerce
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Sr. Customer Support Specialist

at Basis in San Francisco, CA   —   Apr 12, 2014   |  
Overview
Basis is a San Francisco-based startup focused on making the world a healthier place. Our product, the Basis band, is a sleek, wearable device that connects to a web and mobile service and delivers personalized, science-based feedback. Our office is located in the tech-friendly SOMA district of San Francisco, close to BART/MUNI, parking, and Caltrain.

To create this technology ecosystem, Basis has built an awesome team of multi-disciplinary engineers, designers and experts from industries as diverse as gaming and biomedical engineering. We are now looking for a Senior Customer Support Rep to join us in applying technology to advance health.
Responsibilities
Provides a leadership role within Basis’ Customer Support team by responding to customer issues, documenting solutions and workflow, as well as training other agents
Respond to customer email enquiries (50+) each day and track resolution
Provide expert knowledge of the Basis product
Troubleshoot device, web, and mobile issues
Identify and report bugs and feature requests to the Product Management team
Write/Maintain help documentation and videos
Experience
Personal interest in fitness, health, and wellness
Genuine desire to help people, and passionate about turning any customer into a brand evangelist
Great communication skills in English, both verbal and written
Ability to interact across multiple departments
Creative ideas to engage our community of users
A minimum of 2 years in customer service, interacting with customers
Skills
Experience working at a start-up
Experience supporting a consumer device
Come join the fun! It’s seriously awesome working on a product that you can physically show your friends and family back home, and watch them get excited.
Comfortable with both Mac/PC as well as iOS and Android mobile devices/apps
Education
BA/BS degree
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