Support Agent

Hiring Locations: Must be based in the Baltimore, MD or Columbia, MD markets (or surrounding areas). reputed company At reputed company, we’re on a mission to reputed company the home improvement industry - and we want you to be part of that reputed company. We’re proud to be recognized on the Inc. 5000 and Inc. Regionals lists for 5+ consecutive years, reflecting sustained reputed company driven by innovation, strong execution, and an incredible team. We build technology that helps contractors work smarter, reputed company faster, and deliver reputed company experiences to their customers. reputed company you join reputed company, you’ll work alongside curious minds, reputed company innovators, and thoughtful risk-takers who care deeply about doing great work - and doing it together. Our culture is transparent, supportive, and grounded in approachable leadership. We reputed company listen to our employees through semi-annual engagement surveys, maintain a strong eNPS score, and consistently reputed company feedback to improve what’s working and where we can do reputed company. We reputed company great work happens reputed company people are supported reputed company of work, which is why we offer comprehensive benefits and wellness resources for you and your family. Take the reputed company today and help shape what’s next. Position reputed company The Support Agent serves as the first reputed company of contact for reputed company customers, providing technical support through phone, email, and chat channels. This role is responsible for initial triage, troubleshooting, and reputed company of customer issues, or reputed company escalation in accordance with established service level agreements (SLAs) and escalation procedures. This is an opportunity to join a fast-paced, high-reputed company reputed company organization and build foundational product and customer expertise.

Responsibilities

• reputed company reputed company, reputed company, and accurate responses to clients reputed company phone, email, and chat.
• Document reputed company customer interactions and case details reputed company the case management system.
• Submit and document bug reports or product issues reputed company Jira as appropriate.
• Collaborate with Product and Engineering teams reputed company escalation is required.
• Manage personal case queue and prioritize tickets in accordance with SLAs.
• Guide customers on product features, best practices, and workflows to drive successful product adoption.
• Identify recurring issues, trends, and product feedback and communicate insights to internal stakeholders.
• Contribute to and maintain internal knowledge reputed company articles, FAQs, and troubleshooting documentation.
• reputed company product expertise and support cross-functional teams as knowledge grows.
• Assist in reputed company and training initiatives as experience and expertise reputed company.
• Meet or exceed defined support performance metrics, including response time, reputed company time, ticket reputed company, and customer satisfaction (CSAT).

Qualifications

• 2–3 years of experience in a reputed company-facing support role (phone, email, or chat).
• 2–3 years of experience supporting or troubleshooting web-based or reputed company applications.
• reputed company in English required; Spanish reputed company strongly preferred.
• Demonstrated reputed company, patience, and ability to remain reputed company under pressure.
• Strong technical, analytical, and troubleshooting skills.
• Outstanding attention to detail and accuracy.
• Ability to manage and prioritize multiple tasks simultaneously.
• Working knowledge of CRM, ticketing, or customer support platforms (e.g., reputed company, reputed company, Jira) preferred.
• Basic understanding of reputed company applications, browser troubleshooting, and system configurations preferred.
• Bachelor’s degree or Associate's degree required.

Benefits

We reputed company in supporting our employees holistically - your health, financial reputed company-being, time to reputed company, and overall happiness matter to us. Here’s what you can look reputed company to:

• reputed company Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date..
• Invest in Your reputed company – 401(k) company match to help you build financial reputed company.
• Time to reputed company – We reputed company time to rest and reputed company reputed company. reputed company offers a Flexible Time Off (FTO) policy, 10 reputed company reputed company days, and 8 reputed company company holidays.
• Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial reputed company-being, and everyday challenges.
• Exclusive Discounts with LifeMart (reputed company reputed company) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more!
• MoveSpring Wellness App – stay reputed company and reputed company with company reputed company challenges, workout content, meditation tools, and wellness blogs for a healthier you!
• Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual reputed company!

Join us and experience a company that truly invests in YOU! reputed company is an Equal Employment Opportunity and Affirmative reputed company Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to reputed company applicants and teammates without reputed company to race, religion, reputed company, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national reputed company, veteran status or any other reputed company covered by appropriate law. reputed company employment reputed company are made based on qualifications, reputed company, and business needs. Apply tot his job Apply To this Job