Job Description
Visualize yourself working with a high-performing, collaborative, and results driven team of product experts working to build world-class consumer home security products that impact millions of individuals. You will work with various stakeholders from product, engineering, program management, logistics, business intelligence, and Go-to-Market throughout the Product Development and Feature Lifecycles to contribute to the successful release of consumer products, features, or services. You will get to build and directly influence the direction of a newly formed team, focused on supporting Ring's Alpha, Beta, and Delta Testing Programs by ensuring our testing participants are properly engaged, their feedback escalated, and resolutions implemented. Welcome to the Ring Trial Support Team, a team of passionate individuals looking to launch the best products to market by supporting various testing programs. Our team is focused on delivering the best experience for our testing participants as we are the first line of contact during Alpha, Beta, and Delta Testing Programs. We act as the voice of our participants during the course of testing, from start to finish; we are the last line of defense to ensure a product, feature, or service is ready for primetime. Our team reviews, triages, delivers, tracks, and pushes for resolution on all feedback discovered, directly improving the efficiency of our product and engineering teams by providing the right information at the right time. We use data to identify trends from our participants and quantify the priority to the appropriate teams and stakeholders for swift resolution. Data informs our decision making by reviewing bugs, generic feedback,
dashboards, and surveys to get a holistic picture of the current state of the product.
As a Trial Support Specialist you will work directly with a Program Manager to ensure the successful execution of multiple testing programs. You will be the owner for reviewing, triaging, and tracking all feedback received by our testing participants. You will drive engagement with testing participants to ensure a proper amount of participation occurs within a testing program; this includes driving feedback, survey responses, and hardware/feature usage.
This position expects a strong bias for action, ownership of role, ability to dive deep into data, and report quantitatively. The ideal candidate will have experience in a fast paced environment that is metric and data driven. They will have a strong sense for identifying trends and patterns in qualitative or quantitative data that is often unstructured. They will have previous hands-on experience triaging, repairing, or troubleshooting consumer electronic products or software. Additionally, they will have impeccable organization and writing skills; specifically around drafting instruction or process documents.
Key Responsibilities
Provide technical, product, and program support in multiple Alpha, Beta, and Delta Programs at a given time.
Manage participant issues and feedback through various channels; this includes our testing platform, email, and direct message.
Engage testing participants throughout the Trial Program by driving additional feedback, survey responses, and device setup.
Write detailed troubleshooting steps and instruction documentation for participants to increase resolution speed.
Triage, test, and validate products under development to identify functional and user experience opportunities.
Report and escalate product issues to various stakeholder groups; including Program Management, Product Management, and Engineering.
Create a quality participant onboarding experience by providing necessary support and instructions.
Organize, plan, and execute to provide necessary hardware and/or software to participants.
Identify, aggregate, and report on product trends discovered within the testing programs.
Write quantitative and qualitative reports on product opportunities to various stakeholder groups.
Required Skills & Experience
1+ year of experience in Project Coordinator or Manager roles.
1+ year of experience in customer facing technical troubleshooting and triage.
Experience repairing, testing, and working with consumer technology products.
Experience interacting with customers verbally and digitally
Experience creating written documentation for public facing communications.
Experience working with various stakeholder teams (product, engineering, and program management).
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.