Opportunities at ASG Companies

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companies
34
Jobs

Tech Support & Onboarding Specialist

Doorloop

Doorloop

IT, Customer Service
Miami, FL, USA
Posted on Monday, April 24, 2023
Remote available
Department
Customer Support
Location
Miami, FL 33139, USA
(Remote Available)
type
Full Time
About DoorLoop

Certified as a Great Place to Work®, DoorLoop is the easiest property management software used by landlords and property managers in over 100 countries worldwide.

As a SaaS company with $30M in funding, 3 offices worldwide (Miami, London, Israel), and hundreds of thousands of units being managed, we are one of the fastest growing prop-tech companies with over 400% growth this year!

We know what it takes to build a world-class company – and it all starts with a world-class team. If you want to work with a fast growing tech startup that values transparency, feedback, and growth, DoorLoop is for you.

The Role

Our tech support and help desk technicians are vital to the happiness and longevity of our members. As IT support, we strive for a high satisfaction (NPS) score, and do everything we can to resolve our members questions and issues.

Check out this video for a day in the life of an Onboarding Specialist here at DoorLoop.

  1. IMPORTANT: Majority of the role is training and onboarding new customers to our software.
  2. Onboard multiple customers daily and engage them in the software as quickly as possible.
  3. Tech support specialists monitor and respond to any new messages in the help center (powered by Intercom), and answer incoming support calls.
  4. Use the Console & Chrome DevTools to diagnose and report issues for our dev team to fix.
  5. Solve basic to advanced technical issues ranging from general software questions to advanced API or 3rd party integrations.
  6. We help our customers by phone, chat, email, and Zoom.
  7. Help create new articles & tutorials with screenshots, GIFs, and videos.
About You

People that do best in this role have these personality traits and work habits:

  1. You love building relationships and put a high value on customer service. You thrive in a fun and competitive, yet team oriented environment.
  2. Very technical and computer savvy with strong troubleshooting abilities. If you know what RAM and SSD are, and everyone in your family always calls you to fix their computer issues, we're looking for you!
  3. You are a problem solver that loves to find the root cause of the problem and self-diagnose, fix, or recommend a fix.
  4. Loves helping and training others including co-workers and customers.
  5. Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness.
  6. Organized and focused.
  7. Coachable and trainable, open to learning and listening from your peers and those around you.
  8. Willing to adapt and change as the company grows and the role changes.
Qualifications
  1. Must be able to legally work in the US and in our office full-time in South Beach
  2. 1601 Washington Ave, Suite.200, Miami Beach, FL 33139
  3. You can relocate from another City, State, or Country if needed.
  4. Fluent in English reading, writing, and speaking
  5. Types at least 45 words per minute
  6. Tech-savvy and great with computers
Bonus Points
  1. Any previous experience working in a SaaS company doing tech support, help desk, or IT is a major plus.
  2. Speaking and writing in multiple languages is a plus, but not necessary.
Benefits
  • Unlimited paid time off with unlimited personal, vacation, and sick days.
  • 401k with 4% matching. No time delays with instant vesting. Enroll and keep all money on day 1.
  • 100% paid health insurance including medical, dental, and vision on Cigna's PPO Open Access Plus plan, and 25% covered for dependents.
  • $100,000 life insurance policy to take care of your loved ones.
  • Short-term and long-term disability insurance for unexpected events.
  • Company expense card and monthly stipend for any business expenses (training courses, certifications, equipment, whatever you want!).
  • World class training program where you're paired with an onboarding buddy to ensure your success.
  • Monthly investment classes from our co-founders on how to invest your money in a diversified portfolio of real estate, stocks, IRA, 529 Plans, and more.
  • Work on Lincoln Road (for those working in our Miami office), the most vibrant street worldwide with great restaurants, activities, and walking distance from the beach.
  • No micromanagement - We believe responsible people thrive on freedom.
  • Great equipment - Ergonomic chairs, stand-up desks, Mac or PC laptops, dual monitors, and more.
  • No rules - No dress code, policies, or handbooks. Just do great work & have fun!
  • Get paid bi weekly with Gusto payroll - Split paychecks between different bank accounts, save money automatically towards a travel or emergency fund. Get a high-interest savings account, free payroll advances, and more.
Israel Benefits
  • Unlimited paid time off with unlimited personal, vacation, and sick days.
  • Annual bonus based on your performance over the last 12 months.
  • Free daily lunch and a micro kitchen with unlimited healthy snacks in our office prepared by Cibus.
  • Annual company retreat in the US with our Miami team (all expenses paid).
  • Work from our Miami or Israel office as much as you want, or work a few days from home on a hybrid schedule.
  • Complimentary training in our Miami office for up to one month.
  • Career development with unlimited access to Udemy's courses and other growth opportunities.
  • World class training program where you're paired with an onboarding buddy to ensure your success.
  • Monthly investment classes from our co-founders on how to invest your money in a diversified portfolio of real estate, stocks, crypto, NFT, & more.
  • Work in Tel Aviv, the most vibrant city worldwide with great restaurants, activities, and walking distance from the beach.
  • No micromanagement - We believe responsible people thrive on freedom.
  • Great equipment - Ergonomic chairs, Mac or PC laptops, dual monitors, and more.
  • No rules - No dress code, policies, or handbooks. Just do great work & have fun!
Additional Information

Please only apply if you're very serious. As an equal opportunity employer with a non-biased interview process, you will be asked to complete an application, followed by a 25 minute assessment to make sure you're an A Player who also takes this process seriously.

You will work directly with our co-founder and director of customer success and will receive training on the software (usually takes less than a week to get going). You will have tutorials to use as a reference, or send to our members to help them.

Salary is based on experience and ranges from $30,000 to $50,000 per year. There are great growth opportunities in this role as you move up to become a higher level technician with time and experience.