At Smart Residential US (August and Yale Home), our mission is to make securely accessing the things in your life noticeably easier, without being noticeable.

Together, August and Yale Home make up the Smart Residential team at ASSA ABLOY, a global leader in access solutions. Our global teams work together to create products and services that add everyday simplicity and convenience to our users' lives. With the ability to control access to what they love the most, we're able to provide peace of mind through safety and visibility.

We're excited to be adding a Customer Support Representative, Tier II to our growing team! This is an engaging and challenging opportunity that plays an intricate role in shaping the development of our upcoming August and Yale products. We are looking for a methodical and empathetic contributor who is obsessed with customer experience and wants to live on the edge of technologies that bring software and hardware together, within the connected home.

This position will report directly to the Manager of Customer Support. We're seeking a Customer Support Representative, Tier II to support our efforts in building world-class mobile solutions for our direct-to-consumer products, as well as our business partners. You will get to work directly with our customers providing your expertise on all August Home, Yale Residential, and partner products to ensure they have the most accurate and accessible information. The team's goal is to provide the best user experience to our users when assistance is needed.

This is a hybrid position located in the San Francisco Bay Area.

WHAT YOUR DAY LOOKS LIKE

• Provide technical support for Tier II escalations to customers via emails, phone calls, and video chat
• Build decision trees and troubleshooting documentation for our Tier I support team
• Report firmware, software, and mobile bugs using JIRA (Confluence)
• Assist our Tier I support team via chat
• Escalate cases to the Manager of Customer Support as needed
• Process warranty exchanges and refunds for customers
• Work cross functionally with other departments to resolve customer inquiries
• Use additional platforms such as Shopify, Recruly, Kibana, and Atlassian
• Provide expertise on August Home and Yale products, and partner integrations

WHAT BRINGS SUCCESS TO THIS ROLE

• Attention to detail
• Excellent verbal and written communication skills
• Organized and self-motivated in a hybrid/remote work environment
• Knowledge of smart home (IoT) market

REQUIREMENTS

• 3+ years experience working in a call center or customer service environment
• Basic computer skills
• Must be familiar with iOS and Android devices

COMPENSATION PACKAGE

We strive to offer a competitive compensation package that aligns with market rates for companies similar in size and industry. Salary is just one component of our total rewards package, including benefits, bonuses, professional development, and additional perks.

Actual salaries offered will vary and may be below or above the ranges listed based on various factors including but not limited to the scope of the role, location, experience, skill set, and educational background. We expect most of the candidates offered positions at Smart Residential US to fall well within the range based on these factors while also having balanced internal equity relative to other Smart Residential US employees.

Salary Range: $24 - $28/hour ($50,000 - $59,000)

Benefits Overview

• A generous PTO policy to recharge and reset
• Matching 401k contributions
• Comprehensive medical, dental, and vision benefits
• Tuition and certification reimbursement
• Life insurance
• Monthly cell phone reimbursement
• Discounts on August Home, Yale Residential, and partner products

Additional Reasons why it's amazing to be part of Smart Res

• Building products and services that solve real-world problems
• Opportunity to make an impact by owning projects from start to finish
• Working with an incredibly passionate, intelligent, and diverse team
• Hybrid, remote, and in-office opportunities (depending on position needs)

August and Yale are proud to be an equal opportunity employer. We recruit, hire, train, promote, pay, and administer all personnel actions without regard to race, color, ancestry, national origin, citizenship, religion, age, sex (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), sex stereotyping (including assumptions about a person's appearance or behavior, gender roles, gender expression, or gender identity), sexual orientation, gender, gender identity, gender expression, marital status, medical condition, mental or physical disability, military or veteran status, genetic information or other statuses protected by law. We interpret these protected statuses broadly to include both the actual status and any perceptions and assumptions made regarding these statuses.

San Francisco Applicants: Pursuant to the San Francisco Fair Chance Ordinance August will consider for employment qualified applicants with arrest and conviction records.