Job Description
Welcome to the intersection of energy and home services. At NRG, we’re driven by the idea of a smarter, cleaner, more connected future—and the possibilities that will bring to the world and to the 7.3 million customers we serve.
Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes. More information is available at www.nrg.com or www.vivint.com. Connect with NRG and Vivint on Facebook, Instagram, LinkedIn and X.
Summary:
In this role, you will take ownership of the quality for a specific line of business associated with a product in Vivint’s portfolio. You will become a subject matter expert (SME) on this product and work collaboratively with various teams to ensure that customers receive the intended experience. As part of the quality and troubleshooting team, your responsibilities will include minimizing customer effort, reducing contact volume, proactively identifying product issues, and collaborating with internal teams to implement fixes and prevent future customer inquiries. This position is ideal for a self-starter who is proactive and passionate about solving complex problems.
Primary Responsibilities:
Own the product’s customer success metrics, ensuring alignment with company goals and customer needs.
Create a strategy to proactively identify and address software/hardware issues and prevent them all together
Develop and maintain product troubleshooting workflows to assist the customer support team in resolving the issue quickly.
Analyze product related customer support data to identify trends, reduce support costs, and improve customer experience by minimizing customer effort.
Routinely inspect defective devices and identify potential hardware/software problems
Develop and implement customer facing QA processes to ensure high-quality standards for product performance and reliability.
Become the SME for both the hardware and software aspects of the product line, providing guidance to cross-functional teams.
Collaborate with the customer support team to gather feedback, address concerns, and enhance product features based on customer insights.
Monitor and report on key performance indicators (KPIs) related to product quality, support efficiency, and customer satisfaction.
Required Skills:
- Proven experience in product management or ownership, preferably in the tech/security industry.
Experience in customer support environment preferred, technical support experience is a plus. - Strong understanding of quality assurance processes and methodologies.
- (Preferred) 3-4 years of Experience working with lean methodologies such as RCA, Fishbone, DMAIC, Process Improvement.
- 4-5 years working with complex data sets, extracting clear and actionable data points.
- Exceptional communication and collaboration skills.
- Ability to work independently and manage multiple projects simultaneously.
Preferred Skills, Experience & Education:
- Six Sigma/Lean certification (Nice to have, not required)
- Same as above
Here are some highlighted perks you should ask us about:
- Free daily lunch and drinks on site
- Paid holidays and flexible paid time away
- Employee/Friends/Family Discounts
- Onsite health clinic, gym, gaming tables
- Medical/dental/vision/life coverage & 24/7 Medical Hotline
- 401(k) + Employer Match
- Employee Resource Groups
WORKING CONDITIONS:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
SAFETY:
We enforce a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.
If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".