Product Support Agent – Smart Building

This is a fully remote position, open to applicants in Texas.

📋 Description

• Take responsibility for managing support tickets and guiding them to resolution across various teams.

• Evaluate and troubleshoot complex technical issues to identify suitable solutions.

• Record all customer interactions, insights, and resolutions in the ticketing system.

• Communicate professionally and clearly via phone and email about issues, timelines, and resolutions.

• Set clear expectations and maintain transparency with customers throughout the resolution journey.

• Provide a tailored support experience by understanding customer environments and business requirements.

• Manage interactions with potentially upset customers effectively.

• Resolve intricate, high-impact support issues for strategic and high-touch clients.

• Offer real-time problem-solving for urgent or escalated situations.

• Advocate for tickets internally, coordinating with engineering, product, and partner teams.

• Ensure compliance with resolution timelines and service standards.

• Contribute to knowledge sharing, documentation, and troubleshooting advice.

• Maintain comprehensive knowledge and proficiency with internal systems, support tools, platforms, and integrations.

• Provide structured overviews of product issues and trends that may assist engineering teams in identifying bugs, defects, and system failures.

• Effectively manage multiple concurrent tasks and priorities.

• Provide on-call or after-hours escalation support as required.

⛳️ Requirements

• 2+ years of experience in customer service, ideally within a contact center environment.

• Possess strong communication abilities, both written and verbal.

• Demonstrate robust technical and troubleshooting skills across various systems.

• Have a proven history of effective communication and interpersonal skills.

• Be a problem solver who can think quickly on their feet.

• Exhibit a strong passion for client success.

• Prefer working in fast-paced, goal-driven environments.

• Be comfortable de-escalating potentially frustrated customers over the phone or through email.

• Exhibit a persistent, outgoing, and motivated demeanor.

🏝️ Benefits

• Health, dental, and vision insurance.

• Retirement savings plan with company match.

• Paid time off and holidays.

• Opportunities for professional development.

• Performance-based bonus contingent on position.