Job Details
**Tier 3 Support Specialist**
Burlingame, CA or Remote / Operations / Full-time **About Framework** At Framework, we believe the time has come for products that are designed to last. Founded in San Francisco in 2019, our mission is to remake Consumer Electronics to respect people and the planet.
Our first product is the Framework Laptop, a thin, lightweight, high-performance 13.5 notebook that can be upgraded, customized, and repaired in ways that no other notebook can. To support this, we've also launched the Framework Marketplace to enable an ecosystem of parts and modules. We've seen a fantastic reception to our first product from customers and reviewers from outlets like , , and , along with landing on the cover of .
We come from successful consumer electronics startups including the founding team of Oculus, and were funded to fulfill our mission. We care deeply about building a diverse and inclusive team, and we hope you do too!
The Position Were looking for a Tier 3 Support Specialist to help manage and streamline support escalations, end-to-end. This role is responsible for managing escalations from our Tier 1 and Tier 2 support agents, escalating issues to other internal teams within Framework for review and resolution, and for providing Tier 3 support for challenging technical issues. This role also involves developing new SOPs and documentation and training Tier 1 and 2 agents on current and new products to ensure Frameworks customers always have a great experience. This is a remote position open to anywhere within the US. #LI-Remote **Responsibilities**
+ Triage customer ticket escalations from our Tier 1 and Tier 2 support teams
+ Proactively identify and escalate gaps in the customer experience via internal reporting tools
+ Provide the Voice of the Customer to internal stakeholders through reporting shared on a regular cadence
+ Build out knowledge base articles and guides to help educate internal support staff and the public on known technical issues and how to resolve them
+ Collaborate with marketplace, supply chain, logistics, and engineering teams to deliver best-in-class consumer support experiences
+ Help define our support strategy as we continue to scale our efforts in Framework
**Requirements**
+ Bachelors degree or equivalent experience in marketing, business, computer science, or another technical field
+ 3+ years of experience in technical support and escalation management
+ Technical proficiency in Windows and Linux Operating Systems
+ Hands-on experience building functional PCs from components and troubleshooting hardware/software issues
+ Proficiency in Jira or similar issue-tracking software
+ Proficiency in help desk or customer ticketing software systems (Zendesk, Jira Service Desk, Kustomer, etc.)
+ Ability to quickly organize and prioritize issues based on severity and communicate findings cross-functionally in a clear and effective manner
+ A desire and ability to wear multiple hats in the early stages of a company, including taking on slices of project management and community support
+ Inventiveness, curiosity, and a passion for building and supporting products that people love
+ Previous experience in an early-stage startup or in standing up a new consumer product segment
+ Interest in deconstructing consumer electronics to see how they function or to replace/repair faulty components
+ Familiarity with supporting international customer bases and working in multinational teams
+ Previous experience supporting both consumer and commercial customers
**What we offer**
+ Competitive salary, equity, and health benefits
+ Flexible work hours and locations
+ The chance to be an early member of Framework's team and to shape our brand and product strategy
+ The opportunity to work at a startup that is fixing a major industry