Posted 10 Mar 2022, 5:00 am

Tier 3 Support Specialist at Framework

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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, light, high-performance notebook that can be upgraded, customized, and repaired in ways that no other notebook can. Alongside this, we've 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 Linus Tech Tips, Ars Technica, and Wirecutter, along with landing on the cover of TIME's Best Inventions of 2021.

We come from successful consumer electronics startups including the founding team of Oculus, and we recently closed an $18M Series A fundraising round to fuel our roadmap. We care deeply about building a diverse and inclusive team, and we hope you do too!

The Position We’re 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 Framework’s customers always have a great experience.

This is a remote position open to anywhere within the US. #LI-Remote


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