We’re seeking a Client Support Specialist to join our Client Experience team and to help us with consistent client support and tracking of all issues related to our products in the US Time Zone. Our mission is to give our clients the best experience possible, every day. To do that, we depend on our team of talented, ambitious people who share our passion for excellence.

We’re a fast paced team where going the speed limit means getting left behind.

WHAT YOU WILL DO

• Learn about and master all KODE Labs products
  

• Review support tickets, troubleshoot issues, and help clients directly on Tier 1 issues that can be addressed by this position
  

• Track, communicate and coordinate all issues that are reported internally
  

• Timely follow-up with clients/internally to update that their reported issues are being worked on or have been resolved
  

• Write guides and how-to articles on all KODE products, to use as resources for client support, ticket resolution and user onboarding
  

• Identify responsible teams for escalation of higher tier tickets (i.e Product, Development, Network, etc)
  

• Coordinate with Project Managers to gather insight into the status of tickets and timelines of resolution from the responsible teams
  

• Implement KODE OS smart building platform at new or existing sites by integrating the technologies available in the building such as HVAC, Lighting, Fire, Indoor Air Quality, and more
  

• Implement advanced features that allow for diagnostics and insights into a building’s HVAC, such as reports, visualizations, alarms and functional tests
  

• Analyze and report product malfunctions (i.e by testing different scenarios or impersonating users)
  

• Produce internal and client facing reports of tickets and different support metrics
  

Requirements

• Excellent organizational, customer service, and communication skills
  

• Readiness to work on US Time Zone
  

• Strong time management skills, attention to detail and outstanding follow-up skills
  

• Be excited and interested in building systems and building technology
  

• Versatility to work with many different personality types
  

• Ability to learn engineering concepts and communicate them effectively
  

• At least 1 year of client support experience with English speaking clients
  

• At least 1 year of experience with a ticketing system
  

• Preferred experience in support of a software product
  

• Ability to prioritize tasks to best meet team and organizational goals
  

• Ability to work in a fast paced environment and on multiple projects at once
  

• Experience and enthusiasm to understand engineering and mechanical systems
  

• Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Mechatronics or other related field is preferred
  

Benefits

• Competitive salary based on experience
  

• Discretionary Bonus Program
  

• Career Development Program
  

• Comprehensive Health Insurance Package
  

• Dynamic team and challenging projects
  

• Flexible Paid Time Off
  

• Welcoming and friendly work environment
  

• Regular social events and activities
  

JOIN THE TEAM

KODE Labs is a real estate technology company founded in 2017 with a mission to change the way people, buildings and systems operate. Headquartered in Detroit, Michigan, we are a driving force behind the adoption of smart building technology. To scale our presence across numerous cities and countries, we depend on our team of talented, ambitious people who go above and beyond to create value for our clients.

When you join the KODE Labs team you can create your own career. Whether you have years of experience or are just starting, we help you realize your full potential and achieve your goals.

If KODE Labs sounds like the place for you, we’d love to hear your story, so please apply by sending your CV through our online application form. Only shortlisted candidates will be contacted.