Product Support Agent - Smart Building
About The Position
The STRATIS Tier 2 Customer Support Agent is a key member of the Smart Building Product Support team, responsible for resolving complex issues for Smart Access, Smart Devices (IoT), and related solutions across a large portfolio of properties. This role supports high-touch and strategically important clients and collaborates cross-functionally with engineering and product teams to ensure timely and effective resolutions. The position requires excellent communication skills, a customer-first mindset, and a willingness to learn. This role serves as a critical point of escalation and customer advocacy within the Smart Building support organization. Success in this position requires a blend of technical problem-solving, strong communication, and the ability to lead resolution efforts across multiple stakeholders. The shift for this role is 11-8 PM EST Monday-Friday.
Requirements
- 2+ years of customer service experience, preferably in a contact center environment
- Has strong communication skills, both written and verbal
- Strong technical and troubleshooting skills (PCs and Internet computing)
- A proven track record of communication and people skills
- Problem solver and able to think quickly on the spot
- An unwavering passion for client success
- Preference for working in fast-paced, goal-oriented environments
- Comfortable de-escalating potentially frustrated customers over the phone or via email
- Persistent, outgoing, and motivated personality seeking a culture that values out-of-the-box ideas and solutions
- Desire to engage in new systems and technology and convey knowledge to partners and customers
Responsibilities
- Take ownership of support tickets and drive them through to resolution across teams
- Analyze and troubleshoot multi-layered technical problems to determine appropriate solutions
- Document all customer interactions, findings, and resolutions in the ticketing system
- Communicate clearly and professionally via phone and email regarding issues, timelines, and resolutions
- Set expectations and maintain transparency with customers throughout the resolution process
- Deliver a personalized support experience by understanding customer environments and business needs
- Effectively manage interactions with potentially frustrated customers
- Resolve complex, high-impact support issues for strategic and high-touch clients
- Provide real-time problem-solving for urgent or escalated situations
- Champion tickets internally, coordinating across engineering, product, and partner teams
- Ensure adherence to resolution timelines and service expectations
- Contribute to knowledge sharing, documentation, and troubleshooting guidance
- Maintain in-depth knowledge of and proficiency with internal systems, support tools, platforms and integrations
- Provide structured summaries of product misbehavior and trends that may help to identify bugs, defects, and system failures to engineering teams
- Manage multiple concurrent tasks and priorities effectively
- Provide on-call or after-hours escalation support as needed
Benefits
- Health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Performance-based bonus based on position.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
