SpaceX
Satellite Internet
CustomerSupportAssociate,Bilingual-Vietnamese(Starlink)
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“Customer Support Associate, Bilingual - Vietnamese (Starlink) at SpaceX. Skills: Customer Support, Bilingual Vietnamese, Troubleshooting, Problem-solving. Triage, troubleshoot, and resolve customer issues. Analyze trends, identify gaps, and design simple, effective support interventions”
What You'll Achieve.
Ensuring they have an exceptional overall experience; Improve our customers' experience; Obsessed with the success of our customers
Industry & Context.
Excellent problem-solving and sleuthing skills; Go beyond just the apparent and available answer and do what it takes to satisfy the customer
Must be available to work scheduled shifts, including holidays, Must be available to work overtime hours and/or weekends as needed, Requires relocation if not already local to the Redmond, WA area, Available to work 10 hours a day on specific shifts after training, Must be a U.S. citizen or national, U.S. lawful permanent resident, Refugee, or Asylee, or eligible to obtain required authorizations from the U.S. Department of State
What They're Looking For.
Must Have
High school diploma or equivalency certificate, 1+ years of experience in a front-line customer support role, Fluent in English and Vietnamese
Nice to Have
Excellent problem-solving and sleuthing skills, Excellent written and verbal communication skills, Excellent empathy, active listening, and resiliency skills, Attention to detail and time management skills, Willingness and ability to flex weekend and night shift hours as needed, Experience in a training, learning and development, analytics, service design, vendor management, or content management role, Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced environment, Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
What You'll Do.
and resolve customer issues
effective support interventions
Triage and resolve customer issues across multiple channels (digital
Provide technical support to customers using hardware
and network expertise
and training issues by pairing quantitative and qualitative methods
Create and maintain an internal knowledge base and help center collateral
How You'll Work.
Team & Collaboration
Be a relentless internal advocate for the customer within SpaceX; Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause issues; Be the voice of the customer, in the language of the business
Communication Scope
Excellent written and verbal communication skills; Distill complex concepts into the simplest explanations
Full Job Description
SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars. CUSTOMER SUPPORT ASSOCIATE, BILINGUAL - VIETNAMESE (STARLINK) Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an early member of the Starlink Customer Support team, you will be the face of Starlink to our customers, ensuring they have an exceptional overall experience. RESPONSIBILITIES: In this role, you will triage, troubleshoot, and resolve customer issues. You will analyze trends, identify gaps, and design simple, effective support interventions that improve our customers' experience. We're looking for excellent problem solvers who move quickly and proactively and are obsessed with the success of our customers. This role is ideal for someone looking to join a scrappy, early-stage Support team and set the tone for how we help our customers. Triage and resolve customer issues across multiple channels (digital, voice, etc.). Be a relentless internal advocate for the customer within SpaceX Provide technical support to customers using hardware, software, and network expertise Surface product, process, and training issues by pairing quantitative and qualitative methods. Be the voice of the customer, in the language of the business Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause issues Create and maintain an internal knowledge base and help center collateral BASIC QUALIFICATIONS: High school diploma or equivalency certificate 1+ years of experience in a front-line customer support role Fluent in English and Vietnamese PREFERRED SKILLS AND EXPERIENCE: Excellent problem-solving and sleuthing skills. You go beyond just the apparent and available answer and do what it takes to satis
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