This is a technical support role that is critical to the customer experience and success of the company. As a Tier 1 Multifamily Customer Support Representative, you are responsible for discovering, triaging, and resolving customer issues. You will escalate complex issues to our Tier 2 team following our 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 Level Home’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
