[Hiring] Electrical Hazard Support Representative @Whisker Labs

Role Description

The Electrical Hazard Support Representative manages a high volume of calls, texts, and emails with homeowners whose Ting monitoring system has identified an electrical fire hazard. This role combines customer communication with technical troubleshooting, analyzing Ting data while guiding homeowners through established troubleshooting procedures.

• Work closely with homeowners and engineers, gathering information, identifying patterns, documenting findings, and supporting electrical hazard investigations.
• Requires strong communication, critical thinking, attention to detail, and the ability to manage frequent customer interactions while interpreting technical information.
• Looking for motivated individuals who are eager to learn, enjoy problem-solving, and want to support Ting’s mission of preventing electrical fires.
• No degree or specific technical background is required; experience in customer service, technical support, or call centers is a plus.
• Strong candidates communicate clearly, stay organized, take initiative, and follow through consistently.
• Value a willingness to learn, analytical thinking, and a genuine commitment to helping homeowners.

Qualifications

• Strong communication and interpersonal skills.
• Ability to explain technical information clearly and professionally through phone calls, text messages, and email.
• Strong analytical thinking and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Self-motivated, adaptable, and comfortable working independently and collaboratively in a fast-paced remote environment.
• Willingness to learn new technical concepts and systems.
• Previous experience in customer service, technical support, or electrical troubleshooting is a plus but not required.

Requirements

• Analyze electrical monitoring data, identify patterns, and investigate electrical hazards using established procedures and technical tools.
• Spend a significant portion of the workday speaking directly with customers over the phone to gather information, walk through troubleshooting steps, and explain technical findings.
• Learn to interpret graphical data, recognize electrical hazard signals, and identify unusual patterns or changes that may indicate electrical issues within a customer's home.
• Complete initial troubleshooting activities and assist engineers with more complex electrical investigations.
• Maintain accurate and detailed notes of customer conversations, troubleshooting steps, and findings.
• Collaborate with engineers, team leads, and other technicians to investigate potential electrical hazards.
• Participate in ongoing technical training and help identify opportunities to improve procedures, documentation, and team efficiency.
• Work remotely with flexibility to accommodate rotating schedules, including nights, weekends, and holidays.
• Occasional travel may be required for in-person training and team meetings.

Benefits

• Competitive salary + equity.
• The ability to make, own and carry out decisions.
• Health, dental, and vision insurance.
• 401(k) with match.