At Luxer One we re committed to making life simpler by automating package acceptance and providing solutions for the asynchronous exchange of items. Whether solving the problem at multifamily apartments placing lockers in Libraries for convenient pickup or solving package management challenges for corporate offices we dedicate ourselves to finding the best solutions for our customers.
The Luxer One Customer Success team is actively seeking a highly motivated tech savvy enthusiastic selfdriven customercentric Technical Support Representative to join our expanding department. We are looking for someone who thrives in phonebased interactions excels in deescalation and consistently delivers a worldclass customer experience. In this role you will be pivotal in providing comprehensive technical support to property management staff and Field Technicians addressing issues related to power internet connectivity and hardware. Join us in ensuring our customers receive dependable flawless long term solutions every time.
Responsibilities:
- Handle inbound/outbound calls and emails from property managers and field technicians
- Conduct remote troubleshooting of Luxer One systems using specialized tools
- Manage tickets from initiation to resolution ensuring timely followup and achieving first call resolution
- Collaborate on special projects as directed by management
- Assist field technicians with technical inquiries during system repairs
- Identify root causes of technical issues propose long term solutions and implement permanent fixes in locker systems
- Coordinate field technician visits including parts shipment and job scope creation
- Work collaboratively within a team to manage daily workload and priorities
Requirements
- 13 years of call center technical customer service experience
- Experience with managing a high volume of calls/tickets on a daily basis.
- Proficient in the iOS/OS ecosystem
- Exceptional verbal and written communication skills
- CompTIA A/Network or equivalent certification.
- Strong troubleshooting problemsolving and multitasking abilities
- Enthusiastic driven and quick to adapt to new technologies in a fastpaced environment
- Excellent time management skills with a proactive solutionoriented mindset
- Ability to research and absorb information while engaging with clients
- Positive attitude selfstarter adaptable and empathetic
Benefits
You ll have opportunities to advance. We are fans of helping our employees learn different aspects of the business be challenged with new tasks mentored and grow. Earlier this year we launched a career ladder to accelerate your growth even faster!
As Luxens we celebrate one anothers differences and ideas. Were proud of our culture of diversity and inclusion and we have programs that bring us together on important issues and provide educational opportunities for all employees.
- Medical Dental and Vision Insurance
- Generous Bonus plan
- Accrued Paid Sick Leave
- Accrued PTO to relax recharge and rest
- Holiday Pay
- Floating Holiday
- 401K with employer match
- Tuition reimbursement
- Employee Assistance Program
- Wellness Credit
- Life Insurance
- Internet Assistance
- Employee Discounts
- Hybrid Work Schedule