Product Support Representative (Tier 1) - job 1 of 2

Founded by ex-Apple Product and Engineering leaders, Level is redefining the smart home with technology that is simple, intuitive, useful, and invisible. We recently raised a $100M C round and we're looking to grow our team.

At Level, we take a unique approach to designing products - one that shifts focus from what we make to how we make it and who we make it for. It’s an approach that results in elegant and unique solutions, raising the bar for the entire smart home ecosystem.

It’s also an approach that has led to our partnerships with Apple, Amazon (including Ring integration), Walmart, and other industry leaders – assuring that our products provide solutions that align with the technology choices and preferences of our customers.

About the Role

This is a Tier 1 technical support role. The Product Support Representative (PSR) is a highly visible role that has a tremendous impact to the success of the Company. This role often is the first post-sale contact with the customer. The ideal candidate has a passion for the support experience and strives for continuous improvement of the Customer experience. Prior high tech or consumer electronic experience would be highly beneficial.

Please Note this role will transition to remote after paid onsite training.

Responsibilities:

• Provide exceptional omni-channel (voice, chat, web and email) support to Level Home’s direct and retail partner customers
• Meet and exceed established KPIs and performance metrics
• Process product returns (RMAs) in accordance with current process and policy
• Effectively and efficiently manage ticket queues to comply with current SLA guidelines

Success Characteristics

• Be a champion and role model that demonstrates the core shared values adopted by the Support organization.
• Think Customer First
• Lead with Passion
• Embrace Innovation
• Drive for Results
• Build with Respect

Required qualifications:

• One to two years of experience as a technical support professional in a hi tech or consumer electronics industry
• Basic level of understanding of the concept and core principles of Knowledge Centered Support
• Understanding and adherence to Support / Operations Best Practices is a must
• Working knowledge of CRM and ticketing tools, specifically Salesforce Service Cloud
• Strong organizational and time management skills
• Professional written and verbal communication skills
• Must be able to work in a fast-paced environment with dynamic requirements and priorities
• Must be able to exercise judgment within defined procedures to determine appropriate action plans and resolutions
• Attention to detail and committed to managing problems through resolution

More about Level Home:

When we look around our homes today, we see opportunity. We see “smart” products that lack utility and connected devices that push us further apart. We see consumers with high expectations, current standards set too low, and products that simply fail to deliver.

Level Home Inc. is re-inventing the standard. We’re redefining “smart”, to center around thoughtfulness, practicality, and the people who make the problem worth solving. We approach product design with a blank slate, zero assumptions, and an open-mind, because the way a problem is defined sets the stage for its solution. We couple deep expertise with unbridled curiosity, because to us “smart” means simple, intuitive, and useful.

We start with empathy, take new perspectives, and challenge existing standards. People are at the heart of what we do, and respecting their style, choices, and preferences is the first step to uncovering a thoughtful solution that truly improves their daily lives. After all, we’re not just designing products for a house, we are designing them for the people who make it a home.

Level Home Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, disability or genetic information, sex, sexual orientation, gender identity, or national origin.

A note to Recruitment Agencies: Please don’t reach out to Level employees or leaders about our roles - we’ve got Recruiting covered. We don’t accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes. Thank you for your understanding.