Customer Support Specialist, Tier 2

**Customer Support Specialist, Tier 2**

at **Knock**

We are very happy to announce that we have officially re-opened our Ballard HQ office for voluntary use at 50% capacity! It's excellent to be seeing people in person and have the buzz going again. In order to maintain safety, comfort and flexibility, we currently offer most employees the choice between 3 work locations: HQ-first, Hybrid or Remote; if there are specific location needs, the job description will indicate that below. It is also important to note that we are only able to hire employees who are eligible to work and are based in the US.

We look forward to having you apply to join our team of Knockstars!

The Role

This position will be a key member of the Customer Success team! You will be the technical knowledge owner for complex Knock support tickets.

In this role you will act as a liaison to product and engineering teams. This will increase operational efficiency and effectiveness by creating workflows for reviewing, vetting, and triaging new product issues and ultimately reduce time between problem and resolution.

If you are a skilled communicator, customer focused, curious, and technical in nature, we want to hear from you! This position reports directly to the Manager of Customer 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 companys 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.

+ Review, vet and triage product issues
+ Communicate with external clients as needed for escalations and to collect additional information on bugs and issues
+ Provide quality technical information to product team
+ Work with product and engineering teams to prioritize tickets
+ Validate completed tickets before closing out
+ Manage internal projects related to technical support, such as support and readiness for new product and/or feature releases
+ Provide data analysis and reporting to CS Leadership regarding potential issues, and client trends/behaviors
**Basic Qualifications**
+ At least 3 years experience in a technical support role
+ Strong ability to problem solve, and learn new technologies on the fly
+ Experience working with product and engineering teams
+ Excellent written and verbal communication skills
+ Structure and process oriented with a strong attention to detail
+ Ability to work in a fast paced environment
+ Ability to multitask and work independently
About Knock

We started Knock to solve problems we faced ourselves. One of those problems was that the process for renting an apartment hadnt evolved at the same pace as technology. Our mission was to improve the experience for both apartment renters and managers.

Weve developed an industry-defining SaaS platform, an intelligent front office platform providing the efficiency and business intelligence tools needed to maximize occupancy, rent growth, and customer happiness 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 passionate about 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 incredible #multifamily industry:

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

Our Values

To be successful and recognized 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 demeanor 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 outstanding talent that works together toward a common goal. Weve been especially fortunate to build an outstanding team that delivers real value to our customers each and every day. We cant wait to hear from you!

Awards

We have been recognized over the past several years across multiple platforms as a best place to work. Most recently these awards have included:

Built In Seattle's 100 Best Places to Work (, )

Built In Seattle's 50 Best Midsize Places to Work ()

Built In Seattle's 50 Best Small Places to Work (, )

Best Places to Work Multifamily (, )

Best Places to Work Multifamily for Women (, )

Inc. 5000 Fastest Growing Private Companies ()

NAA Best Places to Work - Suppliers ()

Important Information

Knock is committed to crafting a diverse environment and is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, disability status, or other characteristics protected by applicable laws. We welcome all, and encourage all to apply!

Please know that due to the nature of our business and housing potentially sensitive data, a background check is required to join Knock. We will, nonetheless, consider qualified applicants for employment with arrest and conviction records in a manner consistent with local requirements.

Knock uses the E-Verify employment verification program.

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