sales-marketing customer support representative

Customer Support Representative

As a Customer Support team member, the primary responsibility is supporting Remote Lock customer issues with the use of our web based software and the implementation and support of connected locks.

  • Tier 1 and Tier 2 support for incoming client phone calls and emails
  • Taking ownership of client issues and resolving their primary concerns
  • Listening and clarifying customer concerns, determining the root cause of the problem and explaining in simple, understandable, and polite terms how to resolve their issue
  • Troubleshooting of lock hardware (including physical installation, connection to Wifi, and post-installation maintenance in Remote Lock software
  • Scheduling outbound client appointments for lock and software support
  • Providing direct expertise to customers on the use of Remote Lock Software as a Service offering to appropriate manage access to their properties and access users
  • Process customer warranty or refund claims
  • Maintain ticket information using Zen Desk, including but not limited to appropriate tagging of concerns, warranty and fulfillment information
  • Maintaining Customer Satisfaction Scores (CSAT) and follow-up with customers to address concerns resulting in improved CSAT
  • Work directly with individuals purchasing locks online to correct bad product reviews on Amazon
  • Minimize client cancellations due to service quality challenges
  • Proven customer support experience, ideally with IoT (internet of things) products
  • Excellent Communication Skills (email and phone) and strong empathy and patience.
  • Strong phone communication skills; Clear annunciation, the ability to explain complex concepts in a simple manner, and active listening skills.
  • Customer orientation and ability to adapt/respond to different types of people and personalities.
  • Ability to multi-task, prioritize, and manage time effectively
  • Working knowledge of customer service software, ticketing system, databases and tools (Zen Desk and Net Suite are pluses)
  • Advanced troubleshooting and mechanical inclination
  • Attention to detail and excellent follow-up and research skills, along with an inherent desire to GET THINGS RIGHT THE FIRST TIME
  • Awareness of industry’s latest technology trends and applications, and Wi-Fi network knowledge a plus!
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