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Job Description

In this position, you will be joining the SightPlan team (acquired by SmartRent) and work out of our downtown Orlando, FL office. The Customer Success team at SightPlan is a tight knit group who work closely with our customers and Onboarding team. In this role, you’ll manage chat, email and some phone requests, and support clients who use our web, mobile and Interactive Voice Response (IVR) applications for task management.

Our Customer Success team regularly works Monday – Friday, between 9:00 AM and 8:00 PM Eastern. In this role, however; we are looking for someone to work an 11:00 AM - 8:00 PM Eastern shift. There may be on call or weekend hours if there are planned or emergency outages.

Responsibilities

• Answer, research, troubleshoot and document customer issues received by phone, live chat and email.
• Provide detailed solutions and resolution to customer-reported issues.
• Read and understand internal logging to effectively triage customer issues.
• Assist with off-hours support as needed for specific on-call shifts.
• Write and maintain documentation for product bugs, feature requests, and customer resolutions.
• Write and maintain customer-facing knowledge base documentation.
• Self-management of customer issues with strong focus on ensuring that issues are fully documented and resolved.
• Zendesk, Intercom & Jira documentation, and administration.
• Monitor and act upon stalled tickets to ensure high level of service quality.

Required Qualifications

• Demonstrated strong customer service and communication skills.
• Strong aptitude for both written and phone based customer service communication.
• Passionate, hardworking, self-motivated, and teachable with a keen sense of accountability and commitment to service excellence.
• Willingness and ability to learn new technologies and software programs.
• Ability to take direction and absorb information quickly.
• Strong background in Google Suite products (Gmail, Google Calendar, Drive, Docs, etc.)

Preferred Qualifications

• Previous experience working in a helpdesk environment is a plus, but not absolutely required.
• Knowledge of Jira, Zendesk, Intercom, and Slack solutions are a plus, but not absolutely required.
• Knowledge of the SightPlan product line is a plus, but not absolutely required.

NOTE: Must be willing to work in our downtown Orlando, FL office. We have a hybrid work environment and expect our team members to be in-office three (3) days a week. Typically Monday, Wednesday, and Friday.

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