About Mason

Mason is the device innovation platform for product leaders who dare to deliver the next innovation in their field. We make it easy for anyone to turn an idea into a smart product and ship it anywhere in the world. Our mission is to enable our customers to create smart and sustainable products that benefit humanity.

The Customer Support Specialist (CSS) will assist our customers with order inquiries and issues when using our products and services.

The CSS will also be responsible for resolving customer queries, updating the Company’s internal systems as well as ensuring that orders/products reach their destinations securely, and on-time. The CSS must be an excellent communicator who is able to earn the customers’ trust, in addition to being a detail-oriented and pro-active problem solver.

What you'll be doing:

• Serve as the initial point of contact for customer inquiries via tickets opened on our Zendesk Portal including customer orders, support and RMA’s.
• Diagnose and troubleshoot technical issues with Mason software solutions.
• Aid in the RMA process.
• Escalate complex or unresolved issues to the next level of support or to other relevant teams while ensuring timely follow-up and resolution.
• Maintain accurate records of customer interactions, issues, and resolutions using Mason’s CRM system.
• Reproduce issues reported by customers in a test environment and document step-by-step reproduction scenarios.
• Contribute to the development and maintenance of comprehensive support documentation, including FAQs and knowledge base articles.
• Promptly respond to customer queries via phone, email, or chat.
• Analyze and report product malfunctions.
• Be a liaison between the Customer Success, Operations and Engineering teams.
• Update internal databases with information about technical issues and useful discussions with customers
• Monitor customer issues and proactively provide assistance.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical/delivery issues are resolved.
• Gather customer feedback and share with our Product, Sales and Marketing teams.

What you bring to the table:

• REQUIRED: 2+ years of direct experience working for a manufacturing company in one or more of the following capacities: Customer Service, Supply Chain Management, Sales & Operational Planning, Logistics, Manufacturing, or Warehousing and Shipping.
• Proven work experience in identifying and diagnosing problems within operations.
• Must have intermediate to advance Excel skills and/or Google Sheets experience (Vlookup Pivot Tables etc.)
• Experience with CRM software (ex. Zendesk, Salesforce, Hubspot) and Google Suite.
• Experience with the mobile telecommunications industry, supply chains and processes is a significant plus.
• Experience in managing and partnering with warehouse, vendors and 3rd party logistics providers.

• Zendesk experience is a plus.

Benefits:

• Full healthcare benefits for employees including vision, dental, and medical insurances
• Generous PTO and paid sick leave
• Paid parental leave
• 401(k)

Location: Onsite at our Fulfillment Center in Tukwila, WA

The hourly range for this role is $25 - $29 USD. Actual pay will vary based on factors such as a candidate’s qualifications, experience, skills, and competencies.

Equal Opportunity

Mason America, Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. We also provide reasonable accommodations for applicants with disabilities.