This key hire to Latch’s Operations Team will support and assist in the installation and implementation of Latch’s access systems into mid-to-large sized buildings across the US. The individual will work closely with our partners to ensure they are successful at installing and supporting Latch around the country. Additionally, the individual will work closely with the support, operations and sales teams. This is an opportunity to join a fast growing technology hardware company, during a pivotal stage of growth.

Responsibilities:

• Manage large amount of incoming technical support tickets and calls
• Provide technical support across all Latch products for our partners
• Handle complaints, provide appropriate solutions and alternatives within time limits; follow-up to ensure resolution
• Keep records of partner interactions and measure against performance KPIs
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Refer to internal database or external resources to provide accurate tech solutions
• Document technical knowledge in the form of notes and manuals
• Properly escalate unresolved issues to appropriate internal teams

Qualifications:

• Proven customer support experience at a technical company
• Excellent analytic and communications skills
• Ability to manage multiple detailed projects at the same time
• Ability to provide step-by-step technical help, both written and verbal
• Must be able to work and thrive in a fast-paced environment
• Self-starter, initiator, strong presentation, interpersonal and consultative skills a must

Experience:

• 1-3 years experience working in a support role, at a hardware + software company a plus
• Working with customer support software & CRM platforms
• Bachelor’s Degree