Senior 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 fully remote Resident Support professional responsible for discovering, triaging, and resolving customer issues and escalating broader system issues.

You will provide superior experiences for our residents while collaborating with multiple support tiers. The role requires a Bachelor's degree and 5+ years of experience, with a strong focus on end-to-end troubleshooting, empathy for residents, and a drive to improve the product and processes used to

Qualifications

• Bachelor’s degree and 5+ years of experience.
• Ability to troubleshoot features end to end and escalating larger issues with clear actionable information to improve resolution speed.
• Team-first mentality when working with others.
• Aware of resident pain points with the product and compassionate about frustrations experienced.
• Passionate about product improvement and issue resolution to improve resident 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 escalations to Tier 3.
• Seek opportunities to optimize the agent case management workflow.
• Identify opportunities for improvement and establish best practices that maximize efficiency.

Skills

Team collaboration

Troubleshooting

Customer empathy

Product improvement mindset

Communication

Education

Bachelor's degree

Job description

Wasatch Property Management, Inc. is seeking a fully remote Resident Support professional responsible for discovering, triaging, and resolving customer issues and escalating broader system issues.

You will provide superior experiences for our residents while collaborating with multiple support tiers. The role requires a Bachelor's degree and 5+ years of experience, with a strong focus on end-to-end troubleshooting, empathy for residents, and a drive to improve the product and processes used to