Tier 1 Multifamily Customer Support

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