Position Summary
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.
Essential Functions
The following list of functions is descriptive of the work to be performed and should not be construed as an exhaustive list of responsibilities, processes, or tasks that the job may require.
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.
Minimum Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met or may be encountered by an employee to successfully perform the essential functions of this job.
This role typically requires prolonged periods of desk work and less than 10% travel.
Location
This is a fully remote position.