Job Description

iApartments is an enterprise-level smart home platform that turns ordinary apartments into intelligent apartments. Our smart technology automates asset protection, access control, and operational efficiencies for multifamily property owners, managers, and their residents.

You will be a part of the Customer Care team that assists in maintaining a seamless experience for our clients by working closely with the Client Experience Team and Support Team to ensure support cases are handled properly within SLA adherence

 

Responsibilities
  • Maintain an intimate understanding of core iApartments systems and devices 
  • Troubleshoot advanced issues escalated by the Tier 1 team 
  • Discern which issues require site visits and issues that need to be de-escalated for further Tier 1 troubleshooting 
  • Work alongside the Client Experience Team to help provide the utmost level of service especially in urgent situations 
  • Be a resource to the T1 team to answer questions and provide guidance when required 
  • Recognize common pain points or issues amongst our clients and work with other departments to improve 
  • Assist in further development of the Support platform to better serve our clients

 

Required Qualifications

  • Excellent verbal and written communication skills 
  • Demonstrated ability to prioritize tasks and manage a varied workload 
  • Must be able to work independently and provide multiple solutions to problems 
  • Excellent work ethic and attention to detail 


Preferred Qualifications

  • 2+ Years of experience in Support or as a Support coordinator role
  • Experience with Salesforce Lightning Service Cloud/Field Service or other type of ticketing system (ZenDesk, Freshdesk, etc.)  
  • Experience with IoT/Smart home devices

 

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