Support Specialist

Who you are

• Technically proficient; able to quickly learn and use new tools and resources
• Fast learner who works well with rapid-fire communication
• Able to adapt to change and new information easily
• Comfortable with repetitive tasks
• Self-motivated and proactive in achieving goals
• Open to feedback and continuous improvement
• Maintains a positive and professional attitude
• Focused and able to stay 'in the zone' during work sessions
• Service-minded; prioritizes the best interest of users even when it's difficult
• Resourceful and capable of finding solutions (e.g., life hacks)
• Demonstrated problem-solving ability (such as clearing cache and cookies as a troubleshooting step)
• Team-oriented mindset; enjoys collaborating with others
• Extensive technical knowledge
• Fluency in written Spanish

What the job involves

• In the Support Specialist role, you represent Fetch every day as the connection between our users and everyone working behind the scenes
• While helping our users and ensuring they continue to use Fetch is your highest priority, we also need you to spot trends and help troubleshoot tricky technical issues
• Your interactions will be largely through app-based email, utilizing a variety of software tools to solve the issues our users experience
• Fetch is growing insanely fast, and constantly adapting to new opportunities and challenges
• Change is a constant
• Your ability to stay up-to-date and on top of rapid-fire communication is critical
• You will be joining a team that is largely remote, but with stunning offices in Madison, Chicago, and Birmingham
• We like to have fun, whether in person or over Zoom
• You will be given all of the tools, training, and support required to succeed
• Your desire to build something big, your quick mind, appetite for challenge, and drive to be the best professional version of yourself will set you apart from other candidates
• This is a full-time, temporary position
• Answering user questions through written email format using pre-written responses
• Educating users on technical topics such as new features and product bugs
• Developing a deep understanding of the application and how it works
• Communicating with users in a way that addresses their concerns regardless of their technical background
• Ability to identify whether an issue is new or existing and react accordingly
• Providing service that prioritizes user retention
• Achieving daily, weekly and monthly performance expectations consistent with team and department goals
• Maintaining up-to-date knowledge in a fast-paced environment by actively consuming support communications and resources
• Bring fun to Fetch by engaging with your colleagues and celebrating both individual and team accomplishments
• Hours:
• We are currently hiring for 2nd shift
• This position requires a schedule of 3 pm - 11:30 pm CST with a 30-minute lunch. This is a full time 5 days/week position. Weekends are required
• Fetch's Flexible PTO policy is generous, but each person's ability to take off a given day is dependent on that day's business needs. Requests for particular days off, including holidays, are not guaranteed, and may be denied based on minimum staffing requirements
• Additionally, the Support Team operates 7 days per week and working holidays is required when a holiday falls on a day you are scheduled to work; holidays are paid at 1.5x your normal pay rate
• Note: Future training may require a change in schedule for 1-2 days, but 2 weeks notice will be provided

Benefits

• Equity: Hop on the rocketship and have your own stake in Fetch's success with generous equity.
• 401k Match: Fetch matches 100% of the first 4% of your 401(k) contribution.
• People Benefits: Enjoy a competitive suite of ebenfits to promote health for you and your family,. Medical, Dental, and Vision insurance. Flexible Spending Accounts & Health Savings Account, with automatic employer HSA contributions per pay period. Family forming benefit with $10k lifetime stipend.
• Pet Benefits: We know your furry friends are family, too. Pet insurance is fully covered for your first pet.
• Continuing Education: Fetch provides $10,000+/year in education reimbursement support for job-related courses or programs.
• Flexible Paid Time Off: At Fetch, you'll plan your time off as you see fit with our flexible PTO policy. On top of our flexible PTO, Fetch observes 9 paid holidays as well as a year-end-week-long break.
• Robust Leave Policies: Fetch offers generous leave time for health and personal needs, including 20 weeks of parental leave for primary caregivers and 14 weeks for secondary caregivers + $2,000 incentive to assist employees with covering the cost of childcare, clothing, diapers and much more!
• Flexible Work Environment: Experience our beautiful work spaces, or get things done from the comfort of your couch. Choose what's best for each day.