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Customer Support Specialist đŸ”„


Due to COVID-19, Knock is currently operating as a remote company and all interviews will be conducted over phone or Zoom video calls. We plan to return to an office setting eventually, but that timeline has yet to be determined. When we do re-open our office, we will do so in a manner that is safe and comfortable for our employees and partners. We will continue to be remote-friendly for most employees and have opened up most of our positions to be either Seattle-based, hybrid office/work from home, or completely remote. It is also important to note that we are only able to hire employees who are based in the US.



The Role



This position will be a key member of the Customer Success team! You are the face and voice of Knock CRM for our existing customers through email, chat, and phone support.



The Team



Everyday our customers deserve an amazing experience and our commitment to their success. Their wins are our wins. We know that in order to drive success we need to build an exceptional Customer Success Organization that preserves and expands the company’s book of business, opens the door to new opportunities, and creates advocates for our customers. At Knock our Customer Success organization consists of several teams that participate in the entire customer journey post-sale: Implementation, Launch & Expansion, Education & Training, Renewal, and Support.



Day - to - Day
    • Knock Spokesperson: You are the face and voice of Knock CRM for customers up and running on the platform through email, chat, and phone support.
    • Team Player: You are a teaming mastermind, by running point on customer issues and bringing in the right team (Engineering, Product, CSM) at the right time to solve a problem.
    • Investigator: You are a detective and will use your investigative skills to dig into complex customer questions.
    • Product Know-It-All: You will use your knowledge and experience to come to a long term resolution.
    • An Author: You create content for the Knowledge Base, creating documentation for both our internal use and for external clients.



Basic Qualifications

    • Experienced: You have 2-4 years of experience in Customer Support and YOU LOVE IT.
    • People person: Whether you’re helping someone with an easy question or having an in-depth conversation around someone’s goals, you’re excited to be working with people.
    • Curious: You want to learn about everything around you, including why Knock is so valuable for our customers and how we can add value with every interaction.
    • Teacher: You love to share what you have learned. You enjoy seeing our customers become more successful because of your help and teaching.
    • Communicator: You can reduce a complex topic to a few simple steps, putting to rest any fears a client may have.
    • You think big picture: Your mind is always set on “How do I make this easier?” or “How can this step be removed?” You don’t have to see it done before to imagine it.
    • Organized: You have a method to the madness. You can handle interruptions to your day, handling the ebbs and flows with ease and some excitement.
    • Optimistic: You can see the opportunity for every interaction to be a positive one, creating scenarios that end on a positive note.
    • Customer Focused: You always have the customer’s needs in mind and help us find ways of making our processes more customer friendly.
    • Community Minded: We are better together and we win together. You bring value to your community everyday.
    • Collaborator: You solve problems with your teammates. You help when you see the need regardless if you are asked.



Why You'll Love It Here
    • You'll join a category-creating company that has enthusiastic customers, an ambitious roadmap, and industry leading products.
    • You are comfortable taking risks and thinking outside the box.
    • Being part of a great team with solid infrastructure in place.
    • You want an opportunity to win, drive change and be in an environment that will optimize for your success.
    • You embrace our set of core values - determination, excellence, trust, and community.
    • Competitive cash and equity compensation.
    • 100% medical, dental, and vision coverage for full-time employees. Partial family coverage optional.
    • Flexible time off & paid holidays.
    • Parental leave program.
    • 401k to help you save for the future.
    • Learning & Development assistance.
    • We like to do fun things together (Virtual for now!) such as conferences, off site retreats, and happy hours.



About Knock



We started Knock to solve problems we faced ourselves. One of those problems was that the process for renting an apartment hadn’t evolved at the same pace as technology. Our mission was to improve the experience for both apartment renters and managers.



We’ve developed an industry-defining SaaS platform, an intelligent front office platform providing the productivity and business intelligence tools needed to maximize occupancy, rent growth, and customer satisfaction at every community. Our customers trust us to deliver the consumer experiences and business applications that are essential to their bottom line. The proof is in our 10x revenue growth over the past two years, in addition to our numerous industry awards.



In February 2021 we raised an additional $20 million in a growth funding round led by Fifth Wall, the largest venture capital firm focused on the global real estate industry and the clear leader in PropTech investing . This investment, our largest fundraise to date, will be invested directly into further innovation on behalf of the awesome #multifamily industry: http://bit.ly/knock-5thwall



Past investors include Madrona Venture Group, Lead Edge Capital, Seven Peaks Ventures and Second Avenue Partners.



Our Values



To be successful and recognized as a high performer at Knock, you should naturally encompass our core values: Determination, Excellence, Trust and Community. We take these behaviors seriously and expect everyone to bring a positive Knockstar attitude with them to work every day.



At Knock, we have a #oneteam philosophy. A big part of bringing new capabilities to life is to continue to bring in exceptional talent that works together toward a common goal. We’ve been incredibly fortunate to build an amazing team that delivers real value to our customers each and every day. We can’t wait to hear from you!



Awards



Most Recently These Awards Have Included



We have been recognized over the past several years across multiple platforms as a best place to work.



2021 Built In Seattle Best Places to Work: http://bit.ly/3avT09t



2021 Built In Seattle Best Small Companies to Work: http://bit.ly/3avMMXc



2021 Best Places to Work MultifamilyÂź: https://bit.ly/3mq06z8



2021 Best Places to Work MultifamilyÂź for Women: http://bit.ly/3dvig1B



Important



At Knock we don’t discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status. We welcome all types!



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