Customer Support Specialist, Tier 1

Seattle, WA, United States

**Customer Support Specialist, Tier 1** 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 are the face and voice of Knock CRM for our existing customers through email, chat, and phone support. 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: Professional Services, Education & Training, and Customer Success. + Dependability: The current schedule we need someone to work is 6:00AM-2:30PM PT.

+ Flexibility: You are willing to be flexible with your time and schedule. You are ready to conquer your tasks first thing in the morning! Even though the current schedule is 6:00 AM-2:30 PM PST, we may need to move coverage around from time to time when people are out sick or on vacation.

+ 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 (Professional Services, 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.

**Basic Qualifications**

+ Experienced: You have 1-3 years of experience in Customer Support and YOU LOVE IT.

+ People person: Whether youre helping someone with an easy question or having an in-depth conversation around someones goals, youre 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.

+ 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 customers 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.

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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