Tier 2 Customer Service Representative

About The Company

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 $100M in funding and we're looking to grow our Engineering and Operations teams.

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.

The Role

As a Tier 2 DweloCare Representative, you are responsible for resolving customer issues, discovering broader system issues, and generating knowledge content as new information is discovered.

A Day in the Life

• Agent Workflow Optimization: Seek opportunities to optimize the agent case management workflow. Identify opportunities for improvement, establish best practices that maximize efficiency, and train agents on optimal workflow.
• Case Management/Channel Coverage: Coordinate with your team to ensure our various support channels are properly staffed by overseeing cases and telephone calls, and ensuring there is a seamless escalation between tiers.
• Defects and Problem Management: Collect and summarize general issues as discovered by the Support Team in the form of Problem tickets. As patterns and examples are curated, communicate that information to the R&D team in the form of Issues on the Defect Board and R&D Sync meetings.
• Remote Servicing: Assist external customers by replacing their existing hardware remotely in a seamless manner.

Qualifications

• Technical knowledge and experience working with computers.
• Experience working with customers directly.
• General understanding of the IoT industry and smart devices.
• Bilingual preferred but not required.
• You are genuinely passionate about delivering a high-quality customer experience.

Working Conditions

• Must have a quiet working environment with little to no background noise or interruptions.
• May be asked to drive or travel by car, air, or other transportation for business purposes.
• Consistency - Able to maintain reliable and predictable attendance
• Internet access and download speeds of at least 100mbps is required.
• Natural and regular stressors occur on the job
• Sitting and/or standing at a desk for an 8-hour shift - working from your laptop, attending meetings, and being able to use your hands to type and use a computer mouse.

Success Characteristics

• Feature Expert : Deeply understand the Dwelo product as well as connected devices and services. Able to troubleshoot features end to end and escalate larger issues to the R&D team with clear actionable information to improve the speed of resolution.
• Peer Enabler : Has a team-first mentality when working with other members. Is genuinely interested in delighting our customers and helping others around them do so. Has a strong rapport with members of the DweloCare team.
• Exemplifies the Dwelo Values as reported by peers (see below)
• Customer Advocate: Aware of the customer's pain points with the product and compassionate of frustrations experienced. Passionate about product improvement and issue resolution to improve the overall customer experience.

Value-Based Drivers

• Display a willingness to always be learning and implement any new internal process. Constant learning will be key to better understanding all new hardware devices and integrations that are constantly added to our ecosystem. ( Growth Mindset )
• Internalizing and improving upon constructive feedback from your peers and manager ( Growth Mindset )
• Communicating early and often about feedback for process or other people in a constructive manner ( Bias towards Communication )
• Finding a defect or opportunity for improvement in your area of ownership and raising it with the necessary parties (DweloCare Lead, QA, Product, etc) ( Ownership, Inclusion, Bias towards Communication)
• Driving change in your listed Area of Ownership (Ownership)

Please note: Level, Inc. reserves the right to change, modify, suspend, interpret, or cancel in whole, or in part, any of the duties outlined above, at any time, and without advance notice to the employee.