T2 Resident Support - Remote

Ambient Property Technologies

5d • Remote

About The Position

This remote, T2 Resident Support position is responsible for discovering, triaging, and resolving customer issues, escalating broader system issues, and providing a superior experience for our residents. This role typically requires prolonged periods of desk work and less than 10% travel. This is a fully remote position. Explore our openings and join us in revolutionizing how people live, work and visit multifamily communities across the U.S.

Requirements

• Bachelor’s degree and 5+ years of experience
• Able to troubleshoot features end to end and escalate larger issues to the R&D team with clear actionable information to improve the speed of resolution
• Team-first mentality when working with others
• Aware of the resident’s pain points with the product and compassionate of frustrations experienced
• Passionate about product improvement and issue resolution to improve the resident’s overall experience.

Responsibilities

• Collaborate with your team to ensure seamless coverage across all resident support channels.
• Oversee resident cases and incoming calls, ensuring smooth and timely escalations between support tiers.
• Provide efficient, remote assistance to residents, including seamless replacement of hardware as needed.
• Collect and summarize general issues or feature requests as discovered by the Support Team in the form of escalations to our Tier 3 Support Team.
• Seek opportunities to optimize the agent case management workflow.
• Identify opportunities for improvement and establish best practices that maximize efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level