Technical Support Representative

First Responder/Tier 1 Customer Support Agent Job Description

Overview:

The First Responder/Tier 1 Customer Support Agent is responsible for providing Tier 1 level technical support and customer service to RemoteLock customers, including VIP and Partners, who call or email with support related needs. Every member of the inbound Support team at RemoteLock plays an essential role in happy customer outcomes. The customer interaction with Support may be the first interaction the customer has with someone at our company and our Support staff play a pivotal role in making a lasting positive impression. The First Responder receives incoming calls, performs troubleshooting of hardware and software related issues, makes appointments with customers as needed and escalates cases to Tier 2 when appropriate. First Responders work Monday through Friday and some Saturdays as well as holidays on a volunteer or rotating basis as assigned by the Director of Customer Support.

Responsibilities:

• Receive incoming calls from customers in Salesforce Service Cloud Omni Channel
• Work Tier 1 cases from Salesforce Service Cloud case queue
• Work reopened tickets daily at time designated on Google Calendar
• Escalate customer issues to Tier 2 when appropriate and as outlined in escalation processes and procedures
• Monitor and respond to escalations from Sales in the Sales-Support Slack channel
• Use Slack to communicate with Customer Support team members and other departments as appropriate
• Assist with working reopened tickets of team members Out of Office for more than one day as delegated by Customer Support Management
• Be proficient in use of Google Suite Software- Docs, Calendar, Sheets, Drive
• Participate in planning, and completion of Quarterly OKRs
• Other duties as assigned by the Customer Support Manager

Qualifications

Required:

• High School Diploma or equivalent
• Experience in customer service, tech support experience preferred
• Working knowledge of customer service software, ticketing systems, databases and tools (Salesforce, ZenDesk, Jira, NetSuite, etc.) preferred.
• Demonstrate self-confidence,energy and enthusiasm in a professional manner
• Demonstrate organizational skills
• Demonstrate strong problem solving and critical thinking abilities
• Excellent communication skills, both verbal and written
• Ability to collaborate with other team members and departments
• Prior SaaS experience preferred

Pay Range: $21- $22/hr

Perks: This is a hybrid role based in Denver, Colorado, with an in-office requirement of 2-3 days per week. Our collaborative office environment includes paid covered parking, a pre-tax commuter benefit, snacks, and beverages. A full benefits package with medical, dental, and vision insurance options and unlimited PTO after one year is also included.

Culture

RemoteLock is a company with a 10-year track record of success and a start-up mentality. We are fanatical about getting the right things done in a detailed and dependable manner. We are experts in the field with the humility to improve every day. We embrace challenges with open and honest communications and have the courage to always do the right thing. We value a healthy work-life balance and have fun being ourselves and serving our client base.

About RemoteLock

RemoteLock is the leading provider of cloud-based software for smart lock management and access control. RemoteLock’s software allows users to remotely control access for renters, guests, employees, and contractors—saving time and money. RemoteLock provides clients ultimate flexibility—the ability to control any door, using any credential, with locks from every leading manufacturer—all from one dashboard. Every year, RemoteLock opens doors over 100 million times across 65 countries. RemoteLock is headquartered in Denver, CO. Learn more at www.remotelock.com.