Customer Support Representative

Job Description

SmartRent is looking for Client Support Specialist to provide excellent customer service to our growing user base. This user base includes Property Managers, Leasing Agents, Maintenance Technicians, and everyday Renters. We pride ourselves in providing amazing support to our rapidly growing user base and strive to go above and beyond for our customers. We measure our team's success in terms of how responsive we are and how many expressions of gratitude we get from customers. You’ll play a crucial role in maintaining our friendly and personal rapport with our customers while our company scales in size.

We can offer a great career path for the ambitious individual who wants to learn, grow and acquire a number of highly valued technical skills.

Responsibilities

• Answering calls from our customers and identifying initial issues.
• Successfully resolving customer requests via email, phone and chat while utilizing a varied set of ticketing, content and task management tools.
• Identifying and tasking issues which require involvement from our Engineering team.
• Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.

Required Qualifications

• Hold a minimum of 2-3 years of Customer Support experience.
• Excellent written and verbal communication skills.
• An excellent work ethic and attention to detail.
• Ability to multitask and handle customer issues over the phone, chat, email, and messaging. 
• Willingness to work in any shift hours to provide time-based coverage to our customers; including morning and evenings Monday-Friday.

Preferred Qualifications

• Prior experience taking calls directly from customers in a technical support capacity.
• Experience with support ticket systems (we use Zendesk Software).
• Knowledge of Enterprise Hardware/Software or SaaS Solutions.
• Knowledge of Smart home devices and how to troubleshoot them.
• Bilingual (Spanish) is a big plus.

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