Customer Support Representative, Level Home
Smart locks for the home
Job no longer available
Smart locks for the home
101-200 employees
Job no longer available
101-200 employees
Company mission
To put people before technology and home before smart.
Role
Who you are
- We are looking for a motivated individual who is passionate about helping others and continuously strives to elevate the customer experience
- 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
- 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
- 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
What the job involves
- 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
- 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
Our take
Level Home sets out to make home security easier than ever before with its multi-mode smart locks. It offering boasts two main selling points - the versatility of its use cases, and elegance of design.
The product certainly is versatile, and can be operated by key, touch, code, voice and app. Locks can be set to open and close at specific time, or you can send people one-off unlocks via the app. The products have been lauded for the design, too, with multiple award wins and gaining frequent comparisons to Apple.
The digital home security market is developing quickly, which gives Level Home plenty of growing room. It will, however, have to compete with legacy players like Yale who are modernising their offerings to adapt. That said, Level Home is steps ahead, has raised impressive funds and made strategic integrations - so the future bodes well for this company.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Nov 2021
$100m
SERIES C
Oct 2019
$71m
EARLY VC
Total funding: $171m
Company values
- We start with empathy, take new perspectives, and challenge existing standards
- People are at the heart of what we do, and respecting their style, choices, and preferences is the first step to uncovering a thoughtful solution that truly improves their daily lives
- We’re not just designing products for a house, we are designing them for the people who make it a home
Company HQ
Centennial, Redwood City, CA
Articles
Leadership
Ken Goto
(Co-Founder & CTO)Former Product Unit Manger at Microsoft, Director of Product Development at Starbucks, Senior Director of Engineering at Apple, and Co-founder and CTO of Tripshare.
John Martin
(Co-Founder & CEO)Previously worked as Group Program Manager at NASA, Project unit Manager at Microsoft, Senior VP of Product at Loudeye, and VP of Digital Music at Starbucks.
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