Tier 2 Customer Support Representative

About the Company:

Ambient combines a decade of operational experience with design and engineering prowess to improve apartment living and management in the most impactful, cost-effective way possible.

The name "Ambient" embodies our vision to create a category-defining platform that seamlessly integrates smart technology into the built environment and transforms the way people live, visit, and work in multifamily communities. Our focus is on increasing the value of multifamily properties by making them more efficient to operate and more comfortable to live in.

Summary:

As a Tier 2 Multifamily Customer Support Representative, you will play a vital role in resolving complex customer issues, identifying broader system challenges, and creating knowledge resources. You will also be responsible for escalating intricate issues according to established procedures. We are looking for a motivated individual who is passionate about helping others and continuously strives to elevate the customer experience.

Main Duties & Responsibilities:

• Case Management & Channel Support: Collaborate with your team to ensure seamless coverage across all support channels. Oversee customer cases and incoming calls, ensuring smooth and timely escalations between support tiers.
• Remote Servicing: Provide efficient, remote assistance to external customers, including seamless replacement of hardware as needed.
• Defects and Problem Management: Identify and document recurring issues raised by the Support Team by creating detailed problem tickets. Collaborate with the R&D team to address these issues through regular communication, including issues on the Defect Board and R&D Sync meetings.
• Agent Workflow Optimization: Continuously seek opportunities to streamline agent workflows for case management. Identify areas for improvement, establish best practices to enhance efficiency, and provide training to team members on these workflows.

Key Success Characteristics:

• passionate advocate for improving the customer experience.
• Adaptable to evolving processes and products, with a continuous drive to learn and contribute ideas.
• Strong team player who prioritizes collaboration and effective communication.
• Capable of thriving in a dynamic, fast-paced environment with shifting requirements.
• Exercises sound judgment within established procedures to create effective resolutions and action plans.
• Highly attentive to detail and dedicated to managing issues through full resolution.
• Familiarity with CRM and ticketing systems, especially Salesforce Service Cloud.
• Strong organizational and time management skills, with excellent written and verbal communication.

Required Qualifications:

• 1-2 years of experience in technical support within the high-tech or consumer electronics industries.
• A high school diploma with relevant work experience in high-tech or consumer electronics or an associate degree is preferred.

Working Conditions & Requirements:

• Consistent and reliable attendance is essential.
• Ability to sit or stand at a desk for an 8-hour shift, perform computer-based work, and participate in virtual meetings.
• Quiet work environment with minimal background noise or interruptions.
• Internet access with minimum download speeds of 100 Mbps.
• Occasional travel may be required for business purposes (by car, air, or other means).
• Flexibility to work assigned shifts within the hours of 7 am to 7 pm MST.

Please note: Ambient, Inc. reserves the right to change, modify, suspend, interpret, or cancel in whole, or in part, any of the duties outlined above, at any time, and without advance notice to the employee.