What you’ll do:

This position is full time and work from home. You must be based in one of the following states:Alabama, California, Colorado, Florida, Georgia, Hawaii, Illinois, Kansas, Maine, Maryland, Massachusetts, Minnesota, Missouri, New Hampshire, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington, or Washington DC.

Shifts avail:

• 1st shift: 8am-4pm, OR 10am-6pm EDT
• 2nd shift: 3pm-11pm EDT
• Overnight: 8pm-4am OR 10pm - 6am EDT

As a Starry Expert, you’ll be responsible for managing customer initiated and proactive support interactions with Starry Internet customers.

• Respond to customer emails, phone calls, and live chats related to Starry Station and Starry Internet setup, features, and advanced networking settings.
• Identify, investigate and resolve device and network specific issues. Think everything from helping get a wireless printer connected to making sure there’s no interruptions when streaming or gaming.
• Escalate technical issues through appropriate channels as necessary.
• Track user concerns and feedback for weekly reporting and to ensure customer resolution/satisfaction.

Who we’re looking for:

• You have excellent customer service skills including clear, concise written and verbal communication.
• You work quickly, independently, and with great attention to detail.
• You are committed to providing a consistently high level of support, going above and beyond in each interaction you have with a Starry customer.
• You care deeply about representing our brand and leaving a positive impression with the customers you support.
• You have strong analytical and organizational skill.

You are:

• Results-driven: enjoy setting challenges and smashing through them; has demonstrated success in previous endeavors
• Autonomous: self-motivated, scrappy, and able to deal with the ambiguity typical of an early-stage company
• Emotionally intelligent: empathetic; strong communicator; genuinely interested in human behavior; enjoys collaborating with a team
• Curious: embraces all opportunities to learn from peers and mentors, always looking for ways to do something better
• Creative: energized by new problems to solve; always coming up with new ideas and looking for ways to implement them

Qualifications:

• 1 years of help desk or troubleshooting customer service experience working with hardware, complex technical services, or for a SaaS company or an IT environment
• Ability to work from home in a quiet, dedicated space

Bonus Points if…

• You've worked at an Internet Service Provider and constantly wanted to tear all the systems you used apart and build something better
• You're familiar with Zendesk
• You love new technology, IoT, and have a large library of devices in your home
• You are a bilingual Spanish speaker

The starting rate for this position is $19/hourly.

Starry values providing prospective employees with a fair chance to pursue opportunities. We will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of any applicable Fair Chance ordinance.