T2 Resident Support - Remote

Position Summary

This remote, T2 Resident Support position is responsible for discovering, triaging, and resolving customer issues, escalating broader system issues, and providing a superior experience for our residents.

Essential Functions

• Collaborate with your team to ensure seamless coverage across all resident support channels.
• Oversee resident cases and incoming calls, ensuring smooth and timely escalations between support tiers.
• Provide efficient, remote assistance to residents, including seamless replacement of hardware as needed.
• Collect and summarize general issues or feature requests as discovered by the Support Team in the form of escalations to our Tier 3 Support Team.
• Seek opportunities to optimize the agent case management workflow. Identify opportunities for improvement and establish best practices that maximize efficiency.

Minimum Qualifications

• Bachelor’s degree and 5+ years of experience
• Able to troubleshoot features end to end and escalate larger issues to the R&D team with clear actionable information to improve the speed of resolution
• Team-first mentality when working with others
• Aware of the resident’s pain points with the product and compassionate of frustrations experienced
• Passionate about product improvement and issue resolution to improve the resident’s overall experience

Physical Demands and Work Environment

This role typically requires prolonged periods of desk work and less than 10% travel.

Location

This is a fully remote position.