Remote L2 Support Representative

Summary

Join HappyCo, a values-driven company with a flexible culture, where you can grow your career and work with like-minded people. We're looking for an L2 Support Representative to enhance customer satisfaction and retention by resolving escalated tickets and supporting onboarding processes.

Requirements

• Bachelor’s Degree or equivalent practical experience in Customer Service
• A minimum of one year of experience in a Customer Support position in a SaaS environment
• Experience using Intercom, Zendesk, or other Customer Service software
• Experience using G-Suite and Microsoft Applications

Responsibilities

• Act as a product knowledge expert within Support
• Receive and resolve escalated tickets from L1 support tier, by monitoring support channels and triaging incoming calls, emails, and tickets
• Troubleshoot and triage tickets escalated to L3/TSE tier
• Develop documentation and training materials to support L1 and support operations
• Measure and report on support and escalation trends
• Deliver an exceptional customer experience to our end users
• Resolve tickets with urgency and thoughtfulness or escalate to the appropriate team

Preferred Qualifications

• Experience with these software applications: SaaSOptics, Octiv, Quickbooks, Slack and Asana
• Experience working in Property Management or PropTech

Benefits

• Work from anywhere supported by a flexible company culture
• Opportunity to work for one of the fastest growing technology companies in the PropTech industry
• Unlimited vacation time
• Generous paid parental leave
• Competitive and equitable pay, including stock options
• Monthly stipends to support Wellness and Home Office expenses