This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description In the Support Specialist role, you represent Fetch every day as the connection between our users and everyone working behind the scenes. While helping our users and ensuring they continue to use Fetch is your highest priority, we also need you to spot trends and help troubleshoot tricky technical issues. Your interactions will be largely through app-based email, utilizing a variety of software tools to solve the issues our users experience. Fetch is growing insanely fast, and constantly adapting to new opportunities and challenges. Change is a constant. Your ability to stay up-to-date and on top of rapid-fire communication is critical. You will be joining a team that is largely remote, but with stunning offices in Madison, Chicago, and Birmingham. We like to have fun, whether in person or over Zoom. You will be given all of the tools, training, and support required to succeed. Your desire to build something big, your quick mind, appetite for challenge, and drive to be the best professional version of yourself will set you apart from other candidates. This is a 12-month, full-time temporary position and this role can be held from one of our US offices or remotely in the United States. During this time, you’ll be eligible to enroll in Fetch’s comprehensive benefits package. Hours: - Currently hiring for 2nd shift. - Schedule: 3:30pm-12:00am CST. - Full time 5 days/week position. - Fetch's Flexible PTO policy is generous, but each person's ability to take off a given day is dependent on that day's business needs. - Requests for particular days off, including holidays, are not guaranteed, and may be denied based on minimum staffing requirements. - Support Team operates 7 days per week; working holidays is required when a holiday falls on a day you are scheduled to work; holidays are paid at 1.5x your normal pay rate. - Future training may require a change in schedule for 1-2 days, but 2 weeks notice will be provided. Qualifications - Technically Proficient: Google is your best friend. - Fast Learner: Rapid fire communication works for you. - Adapts to Change: New things are your vibe. - OK with Repetition: OK with Repetition. - Self-Motivated: You bet on you and win every time! - Seeks Feedback: Even LeBron needs a coach. - Maintains a Positive Attitude: Happiness is more than just an emoji. - Professional and Accountable: Not everything can be solved with a meme. - Maintains Focus: “I’m in the zone.” - Service Minded: Does what is best for our users, even if it’s difficult for us. - Resourceful: You follow life hacks. - Problem Solving: You know that clearing the cache and cookies is a good place to start. - Team Mindset: Gaming is fun. Multi-player gaming is also fun. Preferred Requirements - Extensive technical knowledge. - Fluency in written Spanish. Compensation At Fetch, we offer competitive compensation packages including hourly salary and benefits to the exceptional folks we hire. The approved compensation for this position is an hourly rate of $20.20. Discover our benefits and how our employees live rewarded at https://fetch.com/careers .

• Respond to customer inquiries via email, chat, or social media in a timely and professional manner • Provide accurate information and support to customers to resolve their issues • Identify and escalate complex issues to Tier 2 support when necessary • Collaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues • Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce) • Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfaction • Continuously improve your own product knowledge and remain up to date with our product, services and processes • Provide constructive feedback to the business and leadership team to improve customer support processes and procedures

• Respond to customer inquiries through phone, chat, and email in a professional and friendly manner • Provide accurate product or service information and troubleshoot customer concerns • Process requests, document interactions, and update customer records • Escalate complex cases to appropriate teams while ensuring proper follow up • Meet performance metrics such as response time, resolution rate, and customer satisfaction • Maintain up to date knowledge of company products, services, policies, and processes • Handle customer feedback, complaints, and special requests with empathy and problem solving • Contribute to a positive customer experience by consistently delivering high quality service

At HSI, we’re committed to making workplaces and communities safer, smarter, and more compliant. We are seeking a Sales Support Specialist to support our Sales and Operations teams through a mix of recurring responsibilities and ad-hoc initiatives that help keep our commercial engine running smoothly. This role plays a key part in enabling sales efficiency, operational accuracy, and a positive customer experience. Essential Functions - Provide transactional sales support including credit card processing - Ensure accurate and timely processing of invoice requests - Enter all sales opportunities for transactional team - Schedule customers into the MSHA classroom sessions - Assist with customer chat inquiries when needed - Answer OSHA line and transfer calls - Assist with other MSHA-related efforts as requested - Provide back-up support to Tier 1 customer service as needed - Maintain an accurate and current record of all activities and account information in Salesforce - Additional administrative support of the Sales and Operations departments as assigned - Competencies - Adaptability - The ability to balance competing priorities and work in a fast-paced performance driven environment - Positive Interactions - Must have a positive and professional attitude with excellent interpersonal, verbal and written communication skills - Passion - is engaged and excited to give their best to support our customers needs - Impact - the ability to take initiative and always follow through to completion - Innovation - is detail oriented and demonstrates excellent time management skills - Attention-to-Detail - data entry accuracy is critical to the customer experience and avoiding rework