Remote Resident Support Specialist

Wasatch Property Management, Inc.; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Wasatch Property Management, Inc. is seeking a T2 Resident Support professional for a remote, full-time role. The position focuses on discovering, triaging, and resolving resident issues, escalating systemic problems, and delivering a superior resident experience.

You will collaborate with teams, manage resident cases and calls, replace hardware remotely when needed, and relay general issues or feature requests to Tier 3 support. The role emphasizes improving support workflows and best practices.

Qualifications

• Bachelor’s degree and 5+ years of experience.
• Able to troubleshoot features end to end and escalate larger issues to the R&D team with clear actionable information to improve the speed of resolution.
• Team-first mentality when working with others.
• Aware of the resident’s pain points with the product and compassionate of frustrations experienced.
• Passionate about product improvement and issue resolution to improve the resident’s overall experience.

Responsibilities

• Collaborate with your team to ensure seamless coverage across all resident support channels.
• Oversee resident cases and incoming calls, ensuring smooth and timely escalations between support tiers.
• Provide efficient, remote assistance to residents, including seamless replacement of hardware as needed.
• Collect and summarize general issues or feature requests as discovered by the Support Team in the form of escalations to our Tier 3 Support Team.
• Seek opportunities to optimize the agent case management workflow.
• Identify opportunities for improvement and establish best practices that maximize efficiency.

Skills

Troubleshooting

Team collaboration

Customer empathy

Product feedback

Communication

Education

Bachelor’s degree

Job description

Wasatch Property Management, Inc. is seeking a T2 Resident Support professional for a remote, full-time role. The position focuses on discovering, triaging, and resolving resident issues, escalating systemic problems, and delivering a superior resident experience.

You will collaborate with teams, manage resident cases and calls, replace hardware remotely when needed, and relay general issues or feature requests to Tier 3 support. The role emphasizes improving support workflows and best practices.