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Customer Support Associate, Bilingual Italian (Starlink)

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SpaceX

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Hawthorne
  • Quick Apply

AI generated summary

  • You need a high school diploma, 1+ years in customer support, fluency in English and Italian, problem-solving skills, technical aptitude, and the ability to work various shifts.
  • You will triage customer issues via calls, chat, and email, provide technical support, advocate for customer satisfaction, collaborate with teams to improve workflows, and maintain knowledge resources.

Requirements

  • High school diploma or equivalency certificate
  • 1+ years of experience in a front-line customer support role and/or customer service
  • Fluent in English and Italian
  • 6+ months of customer support via phone, chat, email, voice, etc.
  • Excellent problem-solving and sleuthing skills
  • Ability to exceed the obvious and available solution, to do whatever it takes to satisfy the customer by being relentless and taking ownership
  • Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving customer issues, and can distill complex concepts into simple explanations
  • Ability to work within a team environment
  • Excellent empathy, active listening, and resiliency skills
  • Strong attention to detail and excellent time management
  • Experience in a training, learning and development, analytics, service design, vendor management, or content management role
  • Demonstrated experience in a high-growth, fast-paced environment
  • Technical aptitude – experience with networking, hardware troubleshooting, software development, etc.
  • Written/verbal business fluency in English
  • Must be willing to work all shifts, overtime, holidays, and/or weekends as needed
  • This is not a remote position, is onsite at the Hawthorne facility, and will require relocation if not already local to the Hawthorne, CA area
  • Computer skills and experience working with customer support tools
  • Strong Attendance is an essential function of the role
  • To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. 1157, or (iv) Asylee under 8 U.S.C. 1158, or be eligible to obtain the required authorizations from the U.S. Department of State.

Responsibilities

  • Triage and resolve customer issues across multiple channels (inbound/outbound calls, chat, email)
  • Provide technical support to customers using hardware, software, and network expertise
  • Be a relentless internal advocate for the customer within SpaceX. Understand customer concerns, address them, and ensure their satisfaction
  • Surface product, process, and training issues by pairing quantitative and qualitative methods
  • Collaborate with internal teams to create and improve troubleshooting workflows and identify root causes of issues
  • Create and maintain an internal knowledge base and help center collateral

FAQs

Is this position remote?

No, this is not a remote position; it is onsite at the Hawthorne facility.

What are the language requirements for this role?

Applicants must be fluent in both English and Italian.

What are the typical shift hours for this role?

Approximate shift times for this role are Monday-Thursday from 10:00 PM to 8:30 AM (4 days, 10-hour shifts).

Is there a shift differential for working overnight?

Yes, there is a 15% shift differential for the overnight shift.

What qualifications are needed for the role?

A high school diploma or equivalency certificate, along with 1+ years of experience in a front-line customer support role, is required.

Are there opportunities for career advancement within the company?

Yes, SpaceX encourages growth and development, and there are different levels of Customer Support Associate roles, each with varying pay rates based on experience and skills.

What benefits are offered to employees?

Employees receive comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, life insurance, paid parental leave, vacation, and various other perks.

Will I need to work on weekends or holidays?

Yes, you must be willing to work all shifts, overtime, holidays, and/or weekends as needed.

What type of customer support experience is preferred?

Preferred qualifications include 6+ months of customer support experience via phone, chat, email, or other communication platforms.

Is strong attendance important for this role?

Yes, strong attendance is an essential function of the role.

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SpaceX

SpaceX designs, manufactures and launches the world’s most advanced rockets and spacecraft

Defence & Aerospace
Industry
1001-5000
Employees
2002
Founded Year

Mission & Purpose

SpaceX designs, manufactures and launches the world’s most advanced rockets and spacecraft. The company was founded in 2002 by Elon Musk to revolutionize space transportation, with the ultimate goal of making life multiplanetary. SpaceX has gained worldwide attention for a series of historic milestones. It is the only private company ever to return a spacecraft from low-Earth orbit, which it first accomplished in December 2010. The company made history again in May 2012 when its Dragon spacecraft attached to the International Space Station, exchanged cargo payloads, and returned safely to Earth — a technically challenging feat previously accomplished only by governments. Since then Dragon has delivered cargo to and from the space station multiple times, providing regular cargo resupply missions for NASA.