L1 Customer Support Specialist @ HappyCo

As an L1 Customer Support Specialist at KNAK AI Solutions, you will be an integral part of our client support team, dedicated to ensuring efficient resolution of Level 1 support tickets and enhancing customer satisfaction for our client, HappyCo. This role requires excellent communication skills, a keen eye for detail, and a strong commitment to delivering exceptional customer service.

KNAK AI Solutions specializes in integrating cutting-edge artificial intelligence technologies with empathetic human-centered approaches to redefine customer experiences across industries. Our mission is to enhance operational efficiency, boost customer engagement, and drive innovation by harmonizing AI capabilities with the nuanced understanding that human interactions bring. Committed to transforming customer service paradigms, KNAK AI provides strategic insights and tailored solutions that help businesses excel in today’s competitive market.

HappyCo is a leading provider of mobile and cloud solutions tailored for property management. The company’s innovative platform, Happy Property, helps property managers optimize operations, nurture resident relationships, and streamline routine tasks from leasing and renewals to maintenance. With a focus on delivering a seamless user experience and robust data insights, HappyCo empowers property management professionals to elevate their efficiency and enhance tenant satisfaction, driving significant improvements in property performance.

• Manage and resolve Level 1 support tickets efficiently, ensuring high levels of customer satisfaction.
• Utilize Zendesk and other customer support tools to track, analyze, and report on support tickets.
• Collaborate with technical teams to understand product functionalities and support requirements.
• Provide timely feedback to the product and engineering teams regarding customer challenges and potential product improvements.
• Participate in the development and updating of knowledge bases and FAQs to reduce ticket volumes and improve customer self-service capabilities.
• Assist in the training and onboarding of new team members and contribute to continuous improvement initiatives.
• Ensure compliance with service level agreements (SLAs) and customer service standards.

• 1-3 years of experience in customer support, preferably in a technology or software company.
• Proficient in using Zendesk or similar customer support ticketing systems.
• Strong problem-solving skills and the ability to handle multiple tasks under tight deadlines.
• Excellent communication and interpersonal skills, with a fluency in English (both written and spoken).
• Experience in documenting processes and contributing to a knowledge base.
• Ability to work independently as well as part of a team in a remote setting.

• Experience in a customer support role within the property management or real estate sector.
• Technical familiarity with CRM systems, Call Complete systems, or similar customer engagement tools.
• Multilingual capabilities.

• Competitive salary and performance bonuses.
• Flexible working hours and location.
• Opportunities for professional development and career advancement.
Inclusive team culture with a focus on employee well-being.

Job Type: Contract-to-hire