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Technical Support Agent
Latch
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Remote Eligibility
On-site
Domain
Product
State
Missouri
City
St. Louis
Job Description
Posted on:
February 17, 2025
Primary NIST Speciality
NIST Sub-speciality
Seniority
Experienced
Salary ($K)
-
Summary and company overview
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.
Job Requirements
Required 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
Preferred Qualifications:
- Familiarity with Division 28 standard operating procedures preferred
Additional commentary
Joining us means:
- Having teammates all over the world in the US, Argentina, Mexico, Italy, Uruguay, Portugal, and Spain.
- Collaborating in a fast-paced environment where you can apply what you have learned in new challenges, and, more importantly, grow your career.
- Being encouraged to invent and innovate within your role and working in a company where calculated risk-taking is highly encouraged and thinking outside the box is a must.
We embrace diversity and strive to create an inclusive and equitable environment for all.
Attention Job Seekers: Beware of job scams!
Job scams are on the rise, and you should take steps to protect yourself in your job search. Here are some guidelines to help you stay safe if you are applying for a job with Latch or Door:
- Communications from Latch or Door will always come from @latch.com or @door.com. Do not accept a job interview invitation with Latch or Door from anyone who does not contact you through an email that comes from @latch.com or @door.com.
- Latch never interviews candidates via Skype or in writing where you do not see the interviewer. All of our interviews happen either by video or in person.
- We will never offer you a job based on a single conversation with someone claiming to be from our People organization. In all of our job interviews, you will always speak, by video or in person, with the hiring manager for the position.
- Do not share your sensitive personal information with anyone who purports to offer you a job at Latch or Door unless you verified that the offer is from Latch or Door (check email senders addresses). We will never ask you for your bank account information or your mother’s maiden name during the interview process.
- We will never ask you to purchase any equipment with a promise that we will reimburse you after you begin working for us.
- If you believe you were a victim of a job scam, you may report it to the FBI: https://www.ic3.gov/.
Summary and company overview
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.
