Support Agent (High-Volume, Always Accepting Applications)
16 days ago
Columbia
Job Description This is a high-volume position that we fill often. By applying, you’ll be added to our priority list for upcoming openings. Thank you for your interest in joining Leap - let’s stay in touch! About Us At Leap, we want YOU to be part of our journey as we transform the home improvement industry! We’ve been recognized as a Top Workplace and placed on Inc. 5000’s Fastest Growing Companies for 4+ consecutive years. Our complete platform paves the way for a new era in efficiency and professionalism for contractors. Share our passion for innovation and excellence and allow your creativity to meet craftsmanship. When you join Leap, you’ll collaborate with curious minds, bold innovators and smart risk-takers. As a member of our team, you’ll be valued, supported, and included. With a transparent culture and approachable leadership, we offer career opportunities that match your ambitions and talents. To help maintain your work-life balance, we offer a range of resources for you and your family, including comprehensive benefits and wellness plans. Take the Leap today! Position Overview The Support Agent is responsible for providing technical support to Leap customers through phone, email and chat mediums. This role is a great opportunity for anyone interested to join a fast-paced culture and grow within an organization. Leap is a hyper-growth company that is leading the shift to digital operations within the home services industry. Responsibilities • Provide timely, professional, and accurate responses to clients who submit product-related inquiries via email, phone, • Enter all correspondence and necessary information related to a case into the case management system, • Submit Jira tickets to the Team Lead and/or Product Team relating to issues reported by clients, • Collaborate and follow-up with the Product Team on cases that require escalation, • Manage case work load by monitoring open case queue and addressing cases in order in which they are received, • Serve as Subject Matter Expert (SME) for cross-functional teams, • Create, grow and manage internal knowledgebase including FAQ’s, troubleshooting tips, best practices, instructional videos, etc., • Assist in training and onboarding of new Support Team members Qualifications • Associate/Bachelor’s degree or equivalent experience required, • 2-3 years of experience serving in an external client-facing role supporting clients via phone or email, • 2-3 years of experience using, supporting, or troubleshooting web-based applications, • Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress, • Strong technical, analytical and troubleshooting skills, • Outstanding attention to detail and accurateness, • Ability to manage and prioritize multiple tasks simultaneously, • Working knowledge of incident tracking software and reporting capabilities, • Ambition, drive, and ability to learn quickly and adapt to change Benefits We believe in supporting our employees holistically - your health, financial well-being, time to recharge, and overall happiness matter to us. Here’s what you can look forward to: • Affordable Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date.., • Invest in Your Future – 401(k) company match to help you build financial security., • Time to Recharge – competitive time-off package including 20 vacation days, 10 sick days, 8 company holidays, 3 floating holidays and 2 volunteer days to give back to causes you care about., • Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial well-being, and everyday challenges., • Exclusive Discounts with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more!, • MoveSpring Wellness App – stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you!, • Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit! Join us and experience a company that truly invests in YOU! Leap is an Equal Employment Opportunity and Affirmative Action Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs.