Support Agent

Description
The way we use water today is not sustainable. We’re here to change that. Working at Orbital means using innovation, teamwork and passion to help address one of the world’s most pressing challenges. We need to stop wasting water, and the best way to do that is to use less to begin with. To get people on board, we’ve got to do it in a way that doesn’t compromise ease-of-use and comfort. That’s your job in a nutshell. Come join a diverse team of experts, bring your skills and let’s get to work!

The idea was born in an academic project in collaboration with NASA, and then developed into a working product that enables you to shower in full comfort with only 4 liters of water, saving up to 90% compared to traditional showers, and 80% of the energy consumed to heat the water. Orbital Systems was founded by Mehrdad Mahdjoubi in 2012 and is backed by leading investors including Skype founder Niklas Zennström, and leaders from Tesla, Sony, H&M and more.

The Role
As a Support Agent, you are our customer's first point of contact making you a vital part of the support experience.

As a support agent with us, you are a part of not only a paradigm shift in daily water usage, you also drive a paradigm shift in customer support as we not only work with reactive support but proactively monitor each and every shower.

Your daily mission:

- Respond to incoming calls and emails from our customers
- Respond to tickets created by our monitoring system
- Handle our customers' cases and requests in our case management system
- Escalate technically complex cases internally and ensure that the best solution is found for the customer
- Schedule and dispatch technicians for on-site service
- Report bugs and customer feedback
- Own the customer dialogue and give our customers the best service
- Advance your own skills and share your knowledge internally


Requirements
You thrive at a high pace and in a dynamic work culture where decision-making paths are short and initiatives and creativity are welcomed. You understand what it means to work in an expanding company and want to be part of the journey that awaits.

You are used to working independently and enjoy taking the initiative but are at the same time excellent in teamwork.

You also have:

- Fluency in English - our company language
- Fluency in Swedish
- Prior experience working with customer service
- A systematic and analytical approach to problem-solving
- Technical knowledge


Good to have:

- Fluency in Danish and/or German
- Previous experience in Salesforce - or other CRM-system.
- Experience of G-Suite
- Recent studies in electricity, plumbing, or similar technical subjects.
- Recent studies in Service Management or equivalent.


Benefits
You will have the opportunity to be part of something unique, and build a rapidly scaling business from an early stage. We also offer

- A unique platform to create a global voice to impact water sustainability
- Generous equity options - own the success you help create
- A company where everyone knows why they get out of bed in the morning


If you are interested in and curious about our company and this role, please send us your CV and an optional Cover Letter. We look forward to bringing you on our water savings mission, tag along for a journey to the future!