Product Support Agent

Job Summary

To support high-touch clients, the full-time remote Product Support Agent will resolve complex issues related to Smart Access and Smart Devices, collaborating with engineering and product teams while managing customer interactions and support tickets.

Key responsibilities

• Take ownership of support tickets and drive them through to resolution across teams
• Analyze and troubleshoot multi-layered technical problems to determine appropriate solutions
• Document all customer interactions, findings, and resolutions in the ticketing system

Required qualifications

• 2+ years of customer service experience, preferably in a contact center environment
• Strong technical and troubleshooting skills across multiple systems
• Proven track record of effective communication and people skills
• Experience in de-escalating potentially frustrated customers
• Desire to engage in new systems and technology and convey knowledge to partners and customers