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Support Specialist

Company: Fetch Rewards
Location: Madison
Posted on: November 26, 2022

Job Description:

What we're building and why we're building it. Fetch is a build-first technology company creating a rewards program to power the world. Over the last 5 years, we've grown from 0 to 18M active users and taken over the rewards game in the US with our free app. The foundation has been laid. In the next 5 years, we will become a global platform that will completely transform how people connect with brands. It all comes down to two core beliefs. First, that people deserve to be rewarded when they create value. If a third party directly benefits from an action you take or data you provide, you should be rewarded for it. And not just the "you get to use our product!" cop-out. We're talkin' real, explicit value. Fetch points, perhaps. Second, we also believe brands need a better and more direct connection with what matters most to them: their customers. Brands need to understand what people are doing, and have a direct line to be able to do something about it. Not just advertise, but ACT. Sounds nice right? That's why we're building the world's rewards platform. A closed-loop, standardized rewards layer across all consumer behavior that will lead to happier shoppers and stronger brands. Fetch Rewards is an equal employment opportunity employer. The Role: In the Support Specialist role, you represent Fetch Rewards 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. In Support, we are currently hiring for 2nd shift! This position requires a schedule of 3:30pm-12:00am CST. This is a full time 5 days/week position that includes both Saturday and Sunday. 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. Candidates must be located in Madison, WI. Responsibilities of a Support Specialist:

  • 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. We know we're both succeeding when:
    • Users have their questions answered quickly, correctly, and congenially.
    • Individual and team performance goals are achieved.
    • You are excited to come to work every day and to tell people that you work at Fetch. The ideal candidate:
      • Technically Proficient: Google is your best friend
      • Fast Learner: Rapid fire communication works for you
      • Adapts to Change: New things are your vibe
      • OK with Repetition: OK with Repetition
      • Self-Motivated: You bet on you, and win every time!
      • Seeks Feedback: Even LeBron needs a coach
      • Maintains a Positive Attitude: Happiness is more than just an emoji
      • Professional and Accountable: Not everything can be solved with a meme
      • Maintains Focus: "I'm in the zone"
      • Service Minded: Does what is best for our users, even if it's difficult for us
      • Resourceful: You follow lifehacks
      • Problem Solving: You know that clearing the cache and cookies is a good place to start
      • Team Mindset: Gaming is fun. Multi-player gaming is also fun. Bonus Points for...
        • Extensive technical knowledge
        • Fluency in written Spanish At Fetch Rewards, we'll give you the tools to feel healthy, happy and secure through:
          • Stock Options: Fetch wants you to be on the rocketship with us! Options will give you the opportunity to share the excitement of the company growth and have your own stake in its success.
          • 401k Match : We match 100% of the first 3% of your 401K contribution.
          • Benefits for humans and pets : We offer comprehensive PPO and HDHP plans (Dental - Vision - Life Insurance) in addition to pet insurance, fully covered for the first pet.
          • Continuing Education : Fetch provides up to $10,000 per year in education reimbursement support for any job-related courses/programs/certifications. You will also have access to Udemy , an online course provider with thousands of topics to discover.
          • Employee Resource Groups : Take part in employee-led groups that are centered around fostering a diverse and inclusive workplace through events, dialogue and advocacy. Current groups include Amplify BiPoC, Amplify Women, Amplify LBGTQ+, Amplify Family, and Amplify Military.
          • Paid Time Off: Flexible PTO policy and 1.5x hourly pay for 9 observed holidays and end-of-year break if fall on normal work day.
          • Robust Leave Policies: Whether it's for you or a loved one, Fetch offers generous leave time for various health and personal needs that take you away from work. Our parental leave policy provides 18 weeks of paid time off for primary caregivers, 12 weeks for secondary, and flexible work schedules upon returning to work.
          • Wellness Program: Utilize these tools and resources to bring your best self to work each day.
            • Wellness coach on staff to help you create goals, provide accountability and support you on your wellness journey
            • Nutrition counseling through Charge Nutrition
            • Gympass membership to access in-person gyms, virtual workout classes, meditation apps, and much more.
            • Employee Assistance Program (EAP) provides no cost, confidential resources and services to help navigate life's many changes and challenges.
            • Social Impact Efforts : Take part in volunteer events or donate to your favorite organizations through BrightFunds .

Keywords: Fetch Rewards, Madison , Support Specialist, Other , Madison, Wisconsin

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