About the Role:
Latch is seeking a highly-motivated and skilled Customer 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 troubleshooting steps or complex topics for customers
• A minimum of 2 years of customer/hardware/software support or a similar role
• Experience with Zendesk, Salesforce and/or other tools.
• Excellent oral and written communication skills. Very comfortable on the phone and breaking down complex systems for wide audiences
• Ability to think on one’s feet and solve problems as needed
• High level of intuition and ability to prioritize tasks independently
• Strong attention to detail and organization
• Confident working with data and data tools. An ability to quickly analyze data to tell a story and identify areas for operational improvement
• Experience working with high-profile accounts, and advising on overall support needs and statuses
• Familiarity with Division 28 standard operating procedures preferred