Tier 1 - Support Agent
PadSplit
Here’s What You’ll Do Day-To-Day:
- Provide first-level support to PadSplit members via email and phone (Inbound and Outbound)
- Troubleshoot and resolve issues related to membership, billing, and property inquiries.
- Document and escalate complex issues to Tier 2 support or appropriate departments.
- Ensure timely and accurate resolution of member requests and concerns.
- Maintain a high level of professionalism and empathy in all interactions.
- Continuously update and expand knowledge of PadSplit's services, policies, and procedures.
- Contribute to the development and improvement of support processes and resources.
Here’s What You’ll Need To Be Successful:
- Excellent verbal and written communication skills.
- More than 3 years of customer service experience (preferably in a call center environment)
- Great computer skills and an intermediate level of experience with Google Suite
- Proficiency with customer support software and tools (e.g., Zendesk, Atlas).
- Strong problem-solving skills and attention to detail.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- Strong ability to consistently follow standard operating procedures (SOPs), ensuring quality and efficiency.
- Previous experience in customer service or support roles, preferably in a tech or housing-related industry.
- Consistent and reliable attendance.
The Interview Process:
- Your application will be reviewed for possible next steps by the Hiring Manager.
- If you meet eligibility requirements, the next step would be a video screen with a member of the PeopleOps team for about thirty (30) minutes.
- If warranted, the next step would be a video interview with our T1 - Supervisor for one (1) hour, where the candidate will perform a live mock call simulation.
- If warranted, the next step would be a video interview with our Manager of Tier 1 Support for thirty (30) minutes.
- If warranted, then we move to contract!