What is the role?
As a Live Chat Support Agent, you will join a growing customer support team. You’ll be the first point of contact for customers seeking technical assistance, helping them resolve hardware and software issues through chat, email, phone, and other support channels. This is a fast-paced position perfect for someone who is technically curious, customer-focused, and eager to learn in an environment where priorities can change quickly.
What will you do?
• Respond to customer inquiries through live chat, email, phone, and other support channels, helping property managers, residents, installers, and other stakeholders resolve technical issues
• Diagnose technical issues using documented troubleshooting procedures, internal tools, and sound technical judgment
• Take responsibility for assigned cases from initial contact through resolution or escalation, communicating proactively and setting clear expectations
• Maintain accurate and thorough case records, including troubleshooting steps, customer communication, and technical information
• Recognize when an issue requires advanced troubleshooting and provide complete context to the next support team member
• Use support platforms and CRM systems to research customers, document interactions, track issues, and manage workflows
• Work effectively with other support specialists, engineering teams, and operations to resolve customer issues
• Identify documentation gaps and recurring questions that can improve internal processes and customer resources
• Explain technical concepts clearly and concisely to both technical and non-technical audiences
• Manage multiple customer requests and competing priorities while remaining responsive and organized
• Rapidly develop knowledge of new products, features, tools, and troubleshooting methods
• Share knowledge and contribute positively to team discussions and culture
• Participate in an on-call rotation approximately one to two nights per month to provide support for urgent customer issues outside normal business hours
• Maintain flexibility to support evolving customer volume and business needs, including occasional weekend shifts
What do you bring?
• A willingness to learn and grow in a technical support role
• Ability to understand technical systems, learn new products quickly, and methodically troubleshoot issues
• Strong critical-thinking skills with the ability to gather information, isolate problems, and determine appropriate next steps
• Curiosity and the ability to learn quickly, adapt to unfamiliar situations, and become effective with new technologies
• Reliable follow-through, proactive communication, and initiative
• Excellent verbal and written communication skills with the ability to provide clear, confident responses
• Ability to build productive working relationships across teams
• Strong organizational and time-management skills with consistent responsiveness and attention to detail
• Humility, emotional maturity, and a willingness to support others and receive feedback
• Sound judgment to read situations appropriately and make thoughtful decisions
• Interest in expanding your responsibilities over time and developing stronger product knowledge and leadership capability
Experience preferred but not required:
• 1-2 years of experience in technical support, customer support, IT, or a related customer-facing technical role
• Experience with support platforms or CRM systems
• Experience with access control, IoT, smart building technology, or connected devices
We encourage you to apply even if you don’t meet 100% of the requirements or if you’ve gained relevant skills through unconventional channels. We value diverse backgrounds and experiences.
What is required (work schedule & location)?
• Hybrid role: 3 days per week on-site at our office location
• Standard working hours are generally 8:00 a.m. to 5:00 p.m., with schedules subject to change based on customer volume and business needs
• Weekend shifts may occasionally be required based on support coverage and customer volume
• Participation in a round-robin overnight on-call rotation approximately one to two nights per month is required
• Occasional travel to office locations, customer sites, or company events may be required
• Must be able to lift up to 25 pounds at times
What we offer:
We are committed to creating a supportive workplace where every team member feels valued. We provide:
• Competitive compensation
• Comprehensive health, dental, and vision coverage with multiple tiers and domestic partner options
• Flexible time off to rest, recharge, and maintain well-being
• Flexible work schedules to structure your workday in a way that fits your life
• Parental leave for both primary and non-primary caregivers with flexible return-to-work options
• Employer-paid basic life and accidental death & dismemberment insurance, with supplemental coverage available
• Short-term and long-term disability coverage
• 401(k) retirement plan with flexible contribution options
• Equipment setup from company products
• Collaborative work environment with team members across multiple locations
• Opportunities to apply what you learn to new challenges and grow your career
• A culture that encourages innovation, calculated risk-taking, and thinking outside the box
• An inclusive environment that embraces diversity
Roles: Live Chat Support Agent
Rate: Competitive entry-level pay, details shared upon application.
Contract length: Full-time permanent position
Location: Hybrid – on-site 3 days per week
Ready to get started? Submit your application below.