L2 Support Representative

HappyCo is a company where people can grow their careers and work with like minded people, with no egos or politics. HappyCo is values driven and offers a flexible, supportive culture. Join HappyCo and Make Work Happy !   We’re looking for a L2 Support Representative to join our team. The Position As an L2 Support representative at HappyCo, your role is crucial in enhancing customer satisfaction and retention by resolving escalated tickets, supporting onboarding processes, and assisting the L1 support team. You will build in-depth knowledge of property management platforms to handle complex issues independently and provide expert assistance. Specific responsibilities include, but are not limited to: Act as a product knowledge expert within Support. Receive and resolve escalated tickets from L1 support tier, by monitoring support channels and triaging incoming calls, emails, and tickets. Troubleshoot and triage tickets escalated to L3/TSE tier. Develop documentation and training materials to support L1 and support operations. Measure and report on support and escalation trends. Deliver an exceptional customer experience to our end users. Resolve tickets with urgency and thoughtfulness or escalate to the appropriate team. Required Qualifications: Bachelor’s Degree or equivalent practical experience in Customer Service A minimum of one year of experience in a Customer Support position in a SaaS environment Experience using Intercom, Zendesk, or other Customer Service software Experience using G-Suite and Microsoft Applications Preferred Qualifications: Experience with these software applications: SaaSOptics, Octiv, and Slack Experience working in Property Management or PropTech About HappyCo Founded in 2011, HappyCo ( happy.co ) builds mobile and cloud solutions to enable real-time property data. Our flagship product suite 'Happy Property’ has more than 5 million units on its platform. We’re everyday people with a shared purpose — improving the lives of others. Our team is made up of thinkers, talkers, planners, makers, builders and everything in between. Together, we’re turning our passions into happier communities!  When customers use our software, their communities get stronger. Our tools empower everyone in multifamily property management to improve their operations and maximize returns, which means they’re building better experiences for their residents. Learn more about our Product Vision   here! Our HappyCo Culture & Values HappyCo strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that lets us do our best work. We’re devoted to building an inclusive, supportive culture that empowers each HappyCo’er to succeed and grow. To learn more about our culture, check out our Glassdoor page and our careers page!   HappyCo’s culture is driven by our core values of Make Happiness, Stronger Together, Get Good Sh*t Done, Look Outward First and Kaizen - sounds great, right, but what does this mean for you?  We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that HappyCo upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. HappyCo is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. A note to Recruitment Agencies: Please don’t reach out to us about our roles -- we’ve got it covered. We don’t accept unsolicited agency resumes and HappyCo is not responsible for any fees related to unsolicited resumes Apply for this job