Tier 2 Customer Support Representative

Tier 2 Customer Support Representative

Location: Remote

About the Company:

Ambient is a forward-thinking company combining over a decade of operational experience with top-tier design and engineering expertise to enhance apartment living and management in ways that are both impactful and cost-effective. Our name, “Ambient,” reflects our commitment to creating a platform that integrates smart technology into multifamily communities, transforming how people live, work, and visit. By making properties more efficient to operate and more comfortable to live in, we aim to increase the value of multifamily properties while improving the quality of life for their residents.

Job Summary:

As a Tier 2 Multifamily Customer Support Representative, you will be a key player in resolving complex customer issues, diagnosing systemic problems, and developing helpful knowledge resources. Your role will also include escalating intricate issues following established protocols. We are looking for someone passionate about customer service, with a commitment to delivering exceptional support and continuously improving the customer experience.

Main Duties & Responsibilities:

• Case Management & Channel Support:
  Work collaboratively with your team to ensure smooth coverage across all support channels. Manage customer cases and incoming calls, ensuring issues are escalated in a timely and efficient manner between support tiers.
• Remote Servicing:
  Provide remote assistance to external customers, including the efficient replacement of hardware as necessary.
• Defects and Problem Management:
  Identify recurring issues raised by the Support Team and create detailed tickets to document these problems. Collaborate with the R&D team to resolve issues, including regular updates on the Defect Board and participation in R&D Sync meetings.
• Agent Workflow Optimization:
  Continuously identify opportunities to improve agent workflows, streamline case management processes, and establish best practices. Train team members on these improvements to boost team efficiency.

Key Success Characteristics:

• A passionate advocate for improving the customer experience and resolving issues effectively.
• Adaptable and eager to learn, with the ability to contribute ideas to improve processes and products.
• A strong team player who communicates effectively and works collaboratively to achieve common goals.
• Thrives in a fast-paced, dynamic environment with shifting priorities and evolving needs.
• Uses sound judgment to create effective solutions and action plans within established procedures.
• Highly detail-oriented, committed to seeing issues through to full resolution.
• Familiarity with CRM and ticketing systems (preferably Salesforce Service Cloud).
• Strong organizational and time management skills, along with excellent written and verbal communication.

Required Qualifications:

• 1-2 years of experience in technical support, preferably within high-tech or consumer electronics industries.
• A high school diploma or equivalent, with relevant work experience in high-tech or consumer electronics, or an associate degree preferred.
• Ability to manage cases and provide support in a remote environment.

Working Conditions & Requirements:

• Reliable Attendance: Consistent and dependable attendance is essential for this role.
• Work Environment: Ability to work at a desk for 8-hour shifts, perform computer-based tasks, and participate in virtual meetings.
• Quiet Workspace: A home office or quiet work environment with minimal background noise.
• Internet Access: A reliable internet connection with a minimum download speed of 100 Mbps.
• Travel Requirements: Occasional travel may be required for business purposes (car, air, or other means).
• Shift Flexibility: Ability to work assigned shifts within the hours of 7 am to 7 pm MST.

Please Note: Ambient, Inc. reserves the right to modify, suspend, or cancel any duties or requirements outlined in this job description at any time, with or without prior notice.