Technical Support Associate

| Greater NYC Area
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Note: This role requires availability from 12-8pm EST. If you are unable to meet this requirement, please do not apply.

Latch is seeking a Technical Support Associate to join our Operations team. You will act as the technical expert in our reactive support to fulfill and facilitate a successful customer journey. This requires functioning as a subject matter expert on Latch’s hardware and software products -- providing both written and verbal instruction for incoming customer support requests.

Smart access isn’t about locking doors, it’s about opening up new possibilities. Latch is the world’s first fully integrated hardware and software system dedicated to bringing seamless access to every door in a modern building. We’re looking for the curious and the creative to join our team and help us continue to change the way we access our most valued spaces.

Responsibilities

  • Be the product expert and open to learning all facets of the business, product, and service offer.
  • Clearly explain access technology and product details to stakeholders via email and phone.
  • Provide quick, knowledgeable, and “best-in-class” customer service to all stakeholders
  • Ensure a seamless customer experience from start to finish, including assisting Customer Success Managers in account coordination from Purchase Order to end-user usage
  • Coordinate and troubleshoot with stakeholders
  • Create, compose, and manage Help Center documentation including editing existing articles and creating new ones when need arises/new features are released
  • Update management on customer related trends and suggest improvements
  • Act as backup Zendesk Admin when needed

Qualifications

  • 3-5 years of technical support experience at a hardware & software company 
  • Bachelor's degree required
  • Bilingual, preferred not required
  • Experience using Zendesk required
  • Experience in a customer experience, customer service, or operations role. Early stage startup experience is a plus!
  • Excellent oral and written communication skills. Very comfortable on the phone.
  • A positive attitude and eagerness to get tasks done well, no matter how big or small.
  • Ability to think on your feet and solve problems as needed
  • High level of intuition, ability to prioritize tasks independently
  • Strong attention to detail and organization
  • Problem-solver who understands how to work with varying types of stakeholders throughout the Customer Journey
  • A people-person who enjoys talking with people and can remain calm during stressful times

Founded in 2014, Latch is a venture-backed, high-growth organization that's on a mission to change the way people open, manage, and share their spaces. Today, 1 in 10 new developments in the U.S. depend on our full-building smart access solution to meet the needs of residents and property managers. 

We are a team of just over 200 employees, all of whom are passionate self starters with unique backgrounds and unexpected stories. We offer unlimited time off, a competitive health package, and the opportunity to work in a creative, dynamic, and fast-paced office environment. We are located just a quick walk from both Hudson Yards and Penn Station in New York City.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypescriptLanguages
    • HTMLLanguages
    • ReactLibraries
    • AngularLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • SlackManagement
    • NetsuiteCRM
    • MarketoLead Gen

Location

We are located just a quick walk from both Hudson Yards and Penn Station in New York City.

What are Latch Perks + Benefits

Latch Benefits Overview

We are a team of just over 200 employees, all of whom are passionate self starters with unique backgrounds and unexpected stories. We offer unlimited time off, a competitive health package, and the opportunity to work in a creative, dynamic, and fast-paced office environment.

Culture
Volunteer in Local Community
Latch participates in local volunteer activities to connect with our community. Past events have included urban farming, canning and composting and holiday sock drives.
Friends Outside of Work
Eat Lunch Together
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Latch employees can contribute up to $2500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Latch also provides 16 weeks of leave for the secondary caretaker.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Latch employees receive unlimited flex PTO and sick days.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Latch hosts company outings Semi-annually.
Game Room
Our game room includes Ping Pong, Foosball.
Stocked Kitchen
Happy Hours
Happy hours are hosted at team's discretion.
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Latch offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and Learns
Latch hosts lunch and learn meetings once per quarter.
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