Technical Support Representative

Luxer One®; Madison (WI); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

401k matching

Tuition reimbursement

Medical insurance

Dental insurance

Vision insurance

Life insurance

Hybrid work schedule

Job summary

Luxer One is seeking a technically skilled Customer Success teammate to provide frontline support for property managers and field technicians. You will troubleshoot hardware, power, and connectivity issues, answer calls and emails, and drive resolutions.

The role rewards proactive learners with a dynamic, team-oriented environment. Join a fast-paced company delivering reliable locker systems and exceptional service.

Qualifications

• Experience in high-volume call/ticket handling.
• Proficient in iOS/OS ecosystem and mobile tech.
• Strong written and verbal communication.

Responsibilities

• Handle inbound/outbound calls and emails from property managers and field technicians.
• Conduct remote troubleshooting of Luxer One systems using specialized tools.
• Manage tickets from initiation to resolution with timely follow-ups.
• Collaborate on special projects as directed by management.
• Assist field technicians with technical inquiries during system repairs.
• Identify causes of technical issues, propose long-term solutions, and implement fixes.
• Coordinate field technician visits, including parts shipment and job scope creation.
• Work with the team to balance daily workload and priorities.

Skills

Call center support

Troubleshooting

Communication

Multitasking

Education

CompTIA A+ / Network+

Job description

At Luxer One, we’re committed to making life simpler by automating package acceptance and providing solutions for the asynchronous exchange of items. Whether solving the problem in multifamily apartments, placing lockers in Libraries for convenient pickup, or solving package management challenges for corporate offices, we dedicate ourselves to finding the best solutions for our customers.

The Luxer One Customer Success team is actively seeking a highly motivated, tech savvy, enthusiastic, self-driven, customer-centric Technical Support Representative to join our expanding department. We are looking for someone who thrives in phone-based interactions, excels in de-escalation, and consistently delivers a world-class customer experience. In this role, you will be pivotal in providing comprehensive technical support to property management staff and Field Technicians, addressing issues related to power, internet connectivity, and hardware. Join us in ensuring our customers receive dependable, flawless long term solutions every time.

Responsibilities:

• Handle inbound/outbound calls and emails from property managers and field technicians
• Conduct remote troubleshooting of Luxer One systems using specialized tools
• Manage tickets from initiation to resolution, ensuring timely follow-up and achieving first call resolution
• Collaborate on special projects as directed by management
• Assist field technicians with technical inquiries during system repairs
• Identify causes of technical issues, propose long term solutions, and implement permanent fixes in locker systems
• Coordinate field technician visits, including parts shipment and job scope creation
• Work collaboratively within a team to manage daily workload and priorities

Requirements

• 1-3 years of call center technical customer service experience
• Experience with managing a high volume of calls/tickets on a daily basis.
• Proficient in the iOS/OS ecosystem
• Exceptional verbal and written communication skills
• CompTIA A+/Network+ or equivalent certification.
• Strong troubleshooting, problem-solving, and multitasking abilities
• Enthusiastic, driven, and quick to adapt to new technologies in a fast-paced environment
• Excellent time management skills with a proactive, solution-oriented mindset
• Ability to research and absorb information while engaging with clients
• Positive attitude, self-starter, adaptable, and empathetic

Benefits

• You will have a 401k with up to 4.5% matching, untracked vacation, and a hybrid work schedule.
• We promote education through tuition reimbursement.
• You will also have medical, dental, vision, and life insurance programs, as well as employee assistance programs.
• You’ll have opportunities to advance.
• We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored and grow.
• We promoted 42% of our employees last year!

Luxer One is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.