At eero we pride ourselves on customer obsession, delivering best-in-class support. As an eero Tier 2 Order Management Escalation Tech, your primary responsibilities are supporting our broader Customer Support teams by resolving order management concerns/tickets, assisting customers with OM related concerns, and assisting with OM escalations. An ideal candidate will be self-motivated to learn and grow to gain the ability to troubleshoot the ever-growing number of devices. Approachability is paramount to fostering a healthy and collaborative team environment.

You are passionate about networking and the future of home WiFi, and are an unrelenting problem-­solver who loves to help customers. This role will work closely with our call centers in the US and EU, and interact with most of the teams at eero. You take pride in doing excellent work, love balancing multiple projects simultaneously, and can both teach and learn from those around you.

Due to the nature of the work, we’re looking for coverage 7am-11pm CST, 7 days a week. The coverage will naturally occur by more than one person, and specific schedules will be organized amongst the team.

Key job responsibilities
- Process warranty replacement orders and refunds
- Process eero Secure cancellations and refunds
- Manage eero.com and eero Secure discount codes
- Identify and track trending order, return, and billing issues
- Approve OM escalations from T1 agents
- Work through OM UAQ tickets from end customers