Customer Support Technician

Company Overview

AethLabs

AethLabs Website
Founded in 2011, AethLabs (rhymes with “math labs”) is a close-knit company of 7 full-time employees that manufactures air quality monitoring instrumentation. Our instruments support scientific research, governmental decision making, and industry-wide efforts related to improving public health and climate by providing users with a better understanding of health- and climate-relevant air quality -- locally and world-wide. We are proud to work with partners like the US EPA, NASA, and academic researchers around the world at the forefront of pollution measurement in a time when climate change threatens to increase wildfires and related pollution events in California and abroad (this is not an endorsement by our partners).

Black, Indigenous, and People of Color, women, gender non-conforming people, persons with disabilities, LGBTQIA+ people, veterans, and adults of all ages are strongly encouraged to apply. In accordance with the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

Job Categories

  • Hours: Full-time
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  • Industry: Advanced Manufacturing
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  • Position is Entry-level
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Job Duties

Position Summary:

The Customer Support Technician position at AethLabs is responsible for managing all customer technical inquiries and support cases.This position directly interacts with customers and researchers from around the world in a courteous and professional manner. The Customer Support Technician will work on a small in-office operations team that handles customer support, manufacturing, inventory, sales and shipping. A new team member in this role will receive in-depth training in our customer service process and procedure, technical diagnostics, product assembly, production testing, quality assurance, as well as product shipping and receiving. These skills will be used to test and repair products sent to our facility in San Francisco for service. A team member in this role may, from time-to-time, also be involved directly in demand-driven manufacturing of AethLabs products.

The Customer Support Technician will be responsible for carrying out their activities in the AethLabs office in San Francisco and will be needed in the office full-time, 5 days per week. All are expected to carefully observe COVID-19 safety guidelines both in and out of the office, including the extended use of face coverings while in the office.

A successful candidate for this position will be a highly-organized person with a keen sense of detail, but will also be capable of thinking broadly about how details fit into the big picture of our work. We are a closely-knit team, and this position requires a candidate with a strong sense of responsibility and self-motivation. A successful candidate will have, and be willing to build upon skills in key functions of our business. There is room for growth in this role as AethLabs continues to bring new products to market.

The office is located on the second floor of a shared office building and is currently only accessible by climbing a flight of stairs however - we will be moving to a building with stair-free office access within the next few months.

Essential job functions:

Support Case Management - 25%
● Manage open support cases and support process
○ Point customer to knowledge-base articles
○ Create new knowledge base articles based on cases and customer inquiries
● Email communications
○ Respond to customer technical inquiries
○ Manage automated customer follow-up after case is closed
● Customer quotations
○ Generate customer quotations as part of product repair process
○ Case management via Salesforce

Product repair and testing 65%
● Responsible for record keeping throughout the repair process in Salesforce
● Diagnose, repair and test products
● Shipping
● Tool management, maintenance, and safety
● Daily manufacturing workspace organization and cleanliness

Manufacturing - 10%
● Production testing
● Product assembly (will be trained)
● Product testing and quality assurance
● Product service and testing (optional)

Job Requirements

Knowledge & Skills:
● Detail-oriented and organized
● Self motivated and responsible
● Excellent prioritization of tasking
● Documentation and record keeping
● Strong communicator and team-player
● Proficient at writing courteous and efficient email correspondence (35+ wpm)
● Ability to devise and keep a schedule to meet deadlines
● Problem solving and coordination skills
● Basic troubleshooting of small electro-mechanical devices and systems (preferred)
● Workspace cleanliness and organization
● General electronics soldering (optional)

Education & Experience:
● No minimum education credentials
● Professional or personal experience in a related technical field, or other manufacturing role

Software fluency:
Similar or equivalent software experience is acceptable
[1= Used frequently, 5= Used infrequently]
● MacOS [1]
● Gmail [1]
● Google G Suite [1]
● Microsoft Office / Microsoft Office 365 [2]
● Windows [2]

Skills/Experience Preferred

Compensation

$50 - $70k, DOE

Benefits

We offer lots of opportunity for job growth, a competitive salary, and the following benefits:
  • -Full medical as well as dental insurance, eligible first6 hours)
  • -Sick leave hours accrued: 56 hours earned throughout the yof the month after three months of employment
  • -9 paid holiday days throughout the year (fixed company schedule)
  • -Vacation hours accrued: 120 hours earned throughout the year in bi-monthly payment periods at a rate of 5 hours per pay period (maximum balance of 9ear in bi-monthly payment periods at a rate of 2.33 hours per pay period (maximum balance of 48 hours)
  • -At company’s discretion, a 10 day paid winter holiday (administered annually on a fixed company schedule and applicable to all employees)
  • -401k Plan, eligible first of the month after six months of employment, with non-elective contribution by AethLabs of 3% of compensation (these funds are contributed by the company regardless of whether employee makes contributions), and discretionary end of year additional 401k bonus contributions (determined on an annual basis). 401k Administration and record keeping costs are paid by the Company. Individual investment fund fees are paid by the participant.
  • -Discretionary variable end of the year bonus (determined on an annual basis), eligible after the first full year of employment
  • -Charitable contribution match up to $200 per year
  • -Commuter Check program (https://commuterbenefits.com/how-it-works/)
  • -An equitable work environment based on open communication and participatory decision making
  • -A company commitment to address systemic inequality
  • -Moving to a newly built 3300 sq ft facility in the Mission District

Hours

Full Time

Resume Required

Yes

Cover letter Required

No

Other Application Requirements

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