Full-Time

Tier 2 Customer Support Representative

Confirmed live in the last 24 hours

Level Home

Level Home

51-200 employees

Designs and manufactures invisible smart locks

Hardware
Consumer Goods

Junior

Remote in USA

Category
Customer Support
Customer Success & Support
Requirements
  • 1-2 years of experience in technical support within the high-tech or consumer electronics industries.
  • A high school diploma with relevant work experience in high-tech or consumer electronics or an associate degree is preferred.
  • Familiarity with CRM and ticketing systems, especially Salesforce Service Cloud.
  • Consistent and reliable attendance is essential.
  • Ability to sit or stand at a desk for an 8-hour shift, perform computer-based work, and participate in virtual meetings.
  • Quiet work environment with minimal background noise or interruptions.
  • Internet access with minimum download speeds of 100 Mbps.
  • Occasional travel may be required for business purposes (by car, air, or other means).
  • Flexibility to work assigned shifts within the hours of 7 am to 7 pm MST.
Responsibilities
  • Collaborate with your team to ensure seamless coverage across all support channels.
  • Oversee customer cases and incoming calls, ensuring smooth and timely escalations between support tiers.
  • Provide efficient, remote assistance to external customers, including seamless replacement of hardware as needed.
  • Identify and document recurring issues raised by the Support Team by creating detailed problem tickets.
  • Collaborate with the R&D team to address these issues through regular communication, including issues on the Defect Board and R&D Sync meetings.
  • Continuously seek opportunities to streamline agent workflows for case management.
  • Identify areas for improvement, establish best practices to enhance efficiency, and provide training to team members on these workflows.

Level Home designs and manufactures invisible smart locks that integrate seamlessly into the existing design of homes. Their main product, the Level Lock, offers security and convenience while maintaining the aesthetic appeal of a home. The locks are easy to install and use, featuring a battery that lasts for a year, making them a practical choice for homeowners. Unlike many competitors, Level Home focuses on a unique design that prioritizes both functionality and style. The company aims to enhance home security and convenience through advanced technology, catering to the growing demand for smart home solutions.

Company Stage

Series C

Total Funding

$166.3M

Headquarters

Redwood City, California

Founded

2016

Growth & Insights
Headcount

6 month growth

-3%

1 year growth

-3%

2 year growth

-4%
Simplify Jobs

Simplify's Take

What believers are saying

  • Integration with Matter protocol enhances compatibility with major smart home ecosystems.
  • Partnership with Cox Communications expands presence in multifamily and single-family communities.
  • Installer Edition smart locks with Zigbee options cater to professional installers, boosting adoption.

What critics are saying

  • Competition from tech giants like Google and Amazon threatens Level Home's market share.
  • Supply chain disruptions could impact production and delivery timelines.
  • Consumer privacy concerns may decrease demand if not adequately addressed.

What makes Level Home unique

  • Level Home's invisible smart locks maintain home aesthetics while enhancing security.
  • The Level Lock+ integrates seamlessly with major smart home systems like Apple and Google.
  • Their direct-to-consumer model and retail partnerships ensure broad market accessibility.

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