Technical Support Representative

Technical Support RepresentativeAt 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 in 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, self-driven, customer-centric Technical Support Representative to join our expanding department. We are looking for someone who thrives in phone-based interactions, excels in de-escalation, and consistently delivers a world-class 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 techniciansConduct remote troubleshooting of Luxer One systems using specialized toolsManage tickets from initiation to resolution, ensuring timely follow-up and achieving first call resolutionCollaborate on special projects as directed by managementAssist field technicians with technical inquiries during system repairsIdentify causes of technical issues, propose long term solutions, and implement permanent fixes in locker systemsCoordinate field technician visits, including parts shipment and job scope creationWork collaboratively within a team to manage daily workload and prioritiesRequirements:1-3 years of call center technical customer service experienceExperience with managing a high volume of calls/tickets on a daily basisProficient in the iOS/OS ecosystemExceptional verbal and written communication skillsCompTIA A+/Network+ or equivalent certificationStrong troubleshooting, problem-solving, and multitasking abilitiesEnthusiastic, driven, and quick to adapt to new technologies in a fast-paced environmentExcellent time management skills with a proactive, solution-oriented mindsetAbility to research and absorb information while engaging with clientsPositive attitude, self-starter, adaptable, and empatheticBenefits Luxer Has Got You Covered! You will have a 401k with up to 4.5% matching, untracked vacation, and a hybrid work schedule. We promote education through tuition reimbursement. You will also have medical, dental, vision, and life insurance programs, as well as employee assistance programs. You'll have opportunities to advance. We're fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored and grow. We promoted 42% of our employees last year! Luxer One is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.