We’re looking for a Live Chat Support Agent to join our growing customer support team. You’ll be the frontline resource helping customers resolve issues through chat, email, phone, and other support channels. This is a fast-paced role perfect for someone who is curious, customer-focused, and eager to learn and grow.
What will you do?
• Respond to customer inquiries through chat, email, phone, and other channels, helping users resolve technical and software issues
• Diagnose technical problems using documented troubleshooting procedures and internal tools
• Take ownership of customer cases from initial contact through resolution or escalation, communicating proactively and setting clear expectations
• Maintain accurate case records, including troubleshooting steps, customer communication, and resolution details
• Recognize when an issue needs advanced support and escalate with complete context
• Use support platforms and CRM systems to research customers, document interactions, and manage workflows
• Work collaboratively with other teams to resolve customer issues and identify recurring problems
• Contribute to improving internal documentation and customer self-service resources by identifying gaps and common questions
• Explain technical concepts clearly to both technical and non-technical users
• Manage multiple customer requests while staying organized and responsive
• Quickly learn new products, features, tools, and troubleshooting methods as the business evolves
• Share knowledge with teammates and contribute to a positive, collaborative team culture
• Participate in an on-call rotation approximately one to two nights per month for urgent customer support outside standard hours
• Support coverage needs, including occasional weekend shifts when required
What experience do you need?
No prior experience is required! We provide full training. However, we’d love to see:
• 1-2 years of experience in technical support, customer support, IT, or a related customer-facing role (or willingness to learn from scratch)
• Ability to understand technical systems and learn new products quickly
• Strong problem-solving skills with the ability to gather information and work through troubleshooting processes methodically
• Curiosity and the ability to learn quickly and adapt to new situations
• Reliable follow-through, proactive communication, and a willingness to take ownership
• Excellent verbal and written communication skills
• Ability to work well with different teams and adapt to changing priorities
• Strong organizational and time-management skills with attention to detail
• Humility and a team-first mindset with willingness to support others and receive feedback
• Sound judgment about when to act independently and when to seek assistance
• Experience with support platforms like Zendesk or similar CRM systems is a plus, but not required
• Experience with access control, IoT, smart building technology, or connected devices is a plus, but not required
• Interest in growing your skills and taking on greater responsibilities over time
Physical Requirements
This role is hybrid and requires 3 days per week on-site. Standard working hours are generally 8:00 a.m. to 5:00 p.m., with flexibility based on customer volume and business needs. Weekend shifts may occasionally be required. You’ll participate in an on-call rotation approximately one to two nights per month for urgent support. Occasional travel to offices, customer sites, or company events may be required. You must be able to lift up to 25 pounds at times.
What We Offer
• Competitive entry-level pay, details shared upon application
• Full training and onboarding provided
• Supportive team environment where you can learn and grow
• Opportunities for career advancement and expanded responsibilities
• Comprehensive benefits including health, dental, and vision coverage
• Life and disability insurance
• Flexible time off and flexible work schedules
• Parental leave support
• 401(k) retirement plan eligibility
• Collaborative workplace culture that encourages innovation and problem-solving
About This Opportunity
We believe in creating an inclusive workplace where everyone feels valued. We recognize that job requirements can sometimes exclude qualified people, so even if you don’t meet 100% of the qualifications or achieved them through unconventional channels, we encourage you to apply. We’re building a diverse, global team and are committed to supporting your growth and success.
Ready to get started? Submit your application below.