About Our Client
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Founded by ex-Apple Product and Engineering leaders, the hiring company is redefining thesmart communitywith technology that is simple, intuitive, useful, andinvisible. Together, their platform and services provide premium experiences for all those who live, work, and own multifamily communities.
At the hiring company, a unique approach to designing products is taken - one that shifts focus from what is made to how it's made and who it's made for. This approach results in elegant and unique solutions, raising the bar for the entire smart home ecosystem.
About The Role
This is a technical support role that is critical to the customer experience and success of the hiring company. As a Tier 1 Multifamily Customer Support Representative, you are responsible for discovering, triaging, and resolving customer issues. Complex issues are escalated to the Tier 2 team following standards and procedures. The ideal candidate has a passion for helping others and strives to continuously improve the customer experience.
Main Duties & Responsibilities:
- Provide exceptional omnichannel (voice and email) support to the hiring company's multifamily customers.
- Meet and exceed established KPIs and performance metrics
- Effectively and efficiently manage ticket queues to comply with current SLA guidelines
Success Characteristics:
- Advocate for the customer experience. Someone that is aware of the customer's pain points with the product and compassionate of frustrations experienced.
- Able to adapt to new processes and products. Eager to learn and contribute to resources and communicate ideas
- Has a team-first mentality when working with other members.
- Able to work in a fast-paced environment with dynamic requirements and priorities
- Able to exercise judgment within defined procedures to determine appropriate action plans and resolutions
- Attention to detail and commitment to managing problems through resolution
- Working knowledge of CRM and ticketing tools, specifically Salesforce Service Cloud
- Strong organizational and time management skills
- Professional written and verbal communication skills
- One to two years of experience as a technical support professional in a hi-tech or consumer electronics industry
- High School diploma with prior work experience in hi-tech or consumer electronic industry or Associate Degree preferred
Working Conditions & Requirements:
- Understanding and adherence to Support / Operations Best Practices
- Consistency. Able to maintain reliable and predictable attendance
- Natural and regular stressors occur on the job
- Sitting and/or standing at a desk for an 8-hour shift - working from your laptop, attending meetings, and being able to use your hands to type and use a computer mouse.
- Must have a quiet working environment with little to no background noise or interruptions.
- Internet access and download speeds of at least 100mbps are required.
- May be asked to drive or travel by car, air, or other transportation for business purposes.
- Must report to work unimpaired
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