Overview

The API Customer Support Representative, is responsible for providing full level technical and customer support to RemoteLock partners and customers experiencing technical issues or requiring clarity on the usage and applicability of use cases with RemoteLock’s Application Programming Interface (API). This role involves troubleshooting, diagnosing, and resolving API, as well as escalated Tier 1 and 2 customer cases, technical problems via phone and email. The representative is also responsible for documenting issues and solutions, escalating complex cases if needed and ensuring a high level of customer satisfaction. The position may also be required to assist during after hours in the event of a major service disruption or incident.

Responsibilities

• Providing technical support and being an organizational subject matter expert on API
• Taking ownership of client issues and resolving their primary concerns while preventing any future ones while demonstrating a first contact resolution philosophy
• Working API tickets from ticket queue. Working Tier 2 & Tier 1 tickets from the ticket queue as volume demands
• Listening and clarifying customer concerns, determining the root cause of the problem and explaining in simple, understandable, and polite terms how to resolve their issue
• Scheduling outbound client appointments for API and software support
• Providing primary support for specific enterprise level customers
• Providing direct expertise and training to API customers and technology resellers on the use of RemoteLock’s API and software
• Maintaining case information using Salesforce, including but not limited to appropriate written capture of concerns, warranty and fulfillment information
• Developing and sustaining positive API relationships by working collaboratively with Customer Support, Engineering and Partner Sales teams to ensure API requests are handled promptly
• Creating and updating API documentation (internal and external support documentation)
• Monitoring and responding to escalations from internal channels. (Sales, Sales-Support)
• Working reopened tickets daily during designated time
• Proficiently using GSuite Software- Docs, Calendar, Sheets, Drive
• Participating in the planning, and completion of OKR’s
• Other duties as assigned by the Director of Customer Support

Qualifications

• Minimum of 3 years customer support experience, ideally with IoT (Internet of things) products. Access control software and products a plus
• Prior SaaS support experience and Wi-Fi network knowledge preferred
• Experience with SQL preferred
• Demonstrated self-confidence, energy and enthusiasm in a professional manner
• Working knowledge of customer service software, ticketing systems, databases and tools (Salesforce ServiceCloud is a plus)● Advanced troubleshooting, mechanical inclination and customer de-escalation skills
• Demonstrated organizational skills
• Demonstrated strong problem solving and critical thinking abilities. Comfortable working and talking with software developers
• Excellent communication skills, both verbal and written with strong empathy and patience
• Ability to collaborate with other team members and departments
• Attention to detail with excellent follow-up and research skills, along with an inherent desire to get things right the first time
• Awareness of industry’s latest technology trends and applications
• Salary $74,000 – $81,000 annually