Customer Support Representative - Tier 1

About DoorLoop

DoorLoop is a high-growth technology (PropTech) company with offices in the US (Miami) and Israel (Tel Aviv). We help property managers and owners make more money, get organized, and grow with easy-to-use, secure, and reliable, all-in-one property management software.

DoorLoop prides itself on being People First. We are a Certified Great Place to Work, are Forbes America’s Best Startup Employers in 2024 & 2025, and are proud to have high ratings on Glassdoor. 

Mission

DoorLoop is hiring a Technical Customer Support Representative. The primary focus is to provide exceptional support and assistance to our customers, including property owners, managers, property management companies, and tenants, ensuring their satisfaction and success. This includes directly engaging with them on various topics, such as rent collection issues, software problem-solving, and addressing unforeseen challenges.

Responsibilities

• Resolve basic to advanced technical issues, covering general software queries to troubleshooting our third-party integrations.
• Engage directly with customers, including property owners, managers, property management companies, and tenants, to address various topics, from rent collection issues to software problem-solving.
• Research and problem-solve to determine appropriate customer solutions, proactively setting follow-ups for contact resolution.
• Contribute to creating articles and tutorials, incorporating multimedia elements like screenshots, GIFs, and videos.
• Operate with understanding, utilizing active listening, patience, empathy, and kindness with customers and fellow Loopers.
• Demonstrate a willingness to learn and actively participate in a culture of open-mindedness for personal and professional growth.

• Unlimited paid time off: take unlimited personal, sick, and vacation days.
• 401(k): plan for retirement with 4% matching and instant vesting.
• Medical, dental, and vision insurance: we offer full medical coverage for employees through United Healthcare and full dental and vision coverage through Guardian, with 25% coverage for dependents across all plans.
• Life insurance: $100,000 policy fully covered by DoorLoop.
• Disability insurance: short- and long-term disability insurance fully covered by DoorLoop.
• Paid parental leave: paid maternity and paternity leave for birth and adoption.
• Best-in-class equipment: Get a company laptop and all the top-tier tools to set you up for success.

$23.00 per hour (fixed rate) + full benefits package. Hourly rate is non-negotiable and applies equally to all candidates.

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REQUIREMENTS

• Proficiency in using computers for data entry and rapid navigation through systems and the internet.
• Tech-savvy with excellent computer skills.
• One year of customer service experience.
• Excellent communication skills (written, verbal, and listening).
• Ability to multitask and perform well in a fast-paced environment.
• Demonstrated capacity and eagerness to resolve customer issues through phone, chat, and video conferencing while maintaining a professional appearance.
• Ability to adapt to change with the evolving business needs.
• Flexibility to shift schedule and work overtime when available.
• Proven ability to maintain confidentiality and secure sensitive information.
• Fluent in English (reading, writing, and speaking). Multilingual proficiency is a plus.
• Previous experience in a SaaS company, particularly in tech support, help desk, is highly beneficial.
• Must be able to pass a background check.
• Legally able to work in the US and our office full-time in Miami Beach, FL.