Support Agent (High-Volume, Always Accepting Applications)

Leap LLC • Columbia, MD

102d

About The Position

The Support Agent is responsible for providing technical support to Leap customers through phone, email and chat mediums. This role is a great opportunity for anyone interested to join a fast-paced culture and grow within an organization. Leap is a hyper-growth company that is leading the shift to digital operations within the home services industry.

Requirements

• Associate/Bachelor’s degree or equivalent experience required
• 2-3 years of experience serving in an external client-facing role supporting clients via phone or email
• 2-3 years of experience using, supporting, or troubleshooting web-based applications
• Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress
• Strong technical, analytical and troubleshooting skills
• Outstanding attention to detail and accurateness
• Ability to manage and prioritize multiple tasks simultaneously
• Working knowledge of incident tracking software and reporting capabilities
• Ambition, drive, and ability to learn quickly and adapt to change

Responsibilities

• Provide timely, professional, and accurate responses to clients who submit product-related inquiries via email, phone
• Enter all correspondence and necessary information related to a case into the case management system
• Submit Jira tickets to the Team Lead and/or Product Team relating to issues reported by clients
• Collaborate and follow-up with the Product Team on cases that require escalation
• Manage case workload by monitoring open case queue and addressing cases in order in which they are received
• Serve as Subject Matter Expert (SME) for cross-functional teams
• Create, grow and manage internal knowledgebase including FAQ’s, troubleshooting tips, best practices, instructional videos, etc.
• Assist in training and onboarding of new Support Team members

Benefits

• Affordable Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date.
• Invest in Your Future – 401(k) company match to help you build financial security.
• Time to Recharge – competitive time-off package including 20 vacation days, 10 sick days, 8 company holidays, 3 floating holidays and 2 volunteer days to give back to causes you care about.
• Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial well-being, and everyday challenges.
• Exclusive Discounts with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more!
• MoveSpring Wellness App – stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you!
• Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees