Technical Support Agent

About us: 

Latch was founded in NYC a decade ago with a vision to create unparalleled experience for residents through hardware and software. Now after 100+ million locks, we're continuing that vision to transform how people interact with spaces everywhere. With our newly established headquarters in St Louis we are continuing to unify access to spaces, services, and experiences that redefine the way we live, work, and connect. 

Latch is a part of DOOR with the mission to enhance the residential living experience with its DOOR app, which brings together products, services, technology, and community to reduce costs for building owners and deliver the living experience residents expect in today’s world. Built on the strong foundation Latch established with its access control and entry systems, the DOOR app is anchored by the Doorman, an AI assistant that combines the technology and unique data of each building to serve timely and relevant information to residents and property managers. From access control to monitoring for leaky toilets and checking the status of amenities and service providers, DOOR supports all the needs of residential living in one, easy-to-use app.
 

About the Role:
Latch is seeking a highly-motivated and skilled Technical Support Agent to become a part of our St. Louis team. This role is responsible for serving as a product knowledge expert in Latch offerings, delivering exceptional customer service to ensure the smooth day-to-day operations of our hardware and platforms. The ideal candidate has experience working with multiple stakeholders in a fast-paced, rapidly-changing environment, prioritizes effectively, and possesses excellent written and verbal communication skills.

Responsibilities:

• Providing timely and effective customer support to Latch stakeholders through various communication channels including email, phone, and chat.
• Creating and managing a comprehensive knowledge base to help all stakeholders troubleshoot common issues and offer self-service options.
• Identifying and resolving hardware or software/platform issues.
• Working across Latch teams on escalated issues or to improve Latch product offering. 
• Monitoring stakeholder performance and experience and providing feedback and data internally to enhance user relationships with the Latch platforms.
• Maintaining accurate records of all support and account interactions. 
• Continuously improving the support experience by identifying opportunities for process improvements and implementing new solutions.
• Participating in the pager rotation for emergency issues where there is the potential to need to assist a customer after normal business hours.
• We provide support from 8:00 am to 10 pm Eastern Time (UTC-4), 7 days a week. The role may require either daytime or night time hours, including weekends, and consist of working 5 consecutive days in a given 7 day work week.

Qualifications:

• Extensive working knowledge of Access Control Systems, Network, or Low Voltage
• Demonstrated problem solving skills and the ability to break down troubleshoo