Tier 1 Multifamily Customer Support Representative

About the company:

Founded by ex-Apple Product and Engineering leaders, Level is redefining the smart community with technology that is simple, intuitive, useful, and invisible. Together, our platform and services provide premium experiences for all those who live, work, and own multifamily communities.

At Level, we take a unique approach to designing products – one that shifts focus from what we make to how we make it and who we make it for. It’s an approach that results in elegant and unique solutions, raising the bar for the entire smart home ecosystem.

Summary: 

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

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

Disclaimer

This role expectations document is not an exhaustive list of activities, duties, or responsibilities that are required of you and you may be required to perform additional activities, duties, or responsibilities. Level reserves the right to change, modify, suspend, interpret, or cancel in whole or in part, any of the role expectations outlined above at any time and without notice. You are reminded that your employment with Level is “at will,” meaning that either you or the company may terminate your employment at any time and for any reason, with or without cause. You must be able to perform the essential duties and responsibilities of the role satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential duties and responsibilities of their job, absent undue hardship.

Please note: Level, 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.