At DaVinci Lock, we're revolutionizing the self-storage industry through innovative solutions that combine mechanical locks with advanced SaaS technology. Our products empower self-storage operators to better serve their customers through automation and operational efficiency. We currently support over 7,000 self-storage facilities worldwide and are growing at a rate of over 20% annually.
We are seeking a part-time, in-person Customer Support Agent to join our team on-site in Raleigh, NC, 2-3 days per week. This role is primarily focused on resolving customer issues through our support ticketing system. You'll be the first line of response-troubleshooting technical and non-technical issues, responding to customer inquiries, and ensuring smooth day-to-day support operations. While most responsibilities center around the ticket desk, you'll also work closely with internal teams to escalate and resolve more complex cases. Your attention to detail and commitment to service will directly support our mission of delivering excellence to our customers.
Key Responsibilities
- Manage a queue of customer support tickets, resolving technical and product-related issues with efficiency and professionalism.
- Serve as the primary point of contact for ticket-based support, escalating complex cases to the appropriate teams (Sales, Account Management, Technology) as needed.
- Maintain accurate, thorough documentation in our CRM and ticketing systems for all customer interactions.
- Identify patterns or recurring issues and share customer feedback to improve products, documentation, and service delivery.
- Meet or exceed KPIs including ticket response/resolution times and customer satisfaction (CSAT).
- Contribute to support process improvements, including automation of repetitive tasks or refinement of help resources.
- Occasionally identify and forward potential sales or onboarding leads uncovered during support conversations.
Skills and Competencies
- Excellent written communication skills; clear and concise in ticket responses.
- Strong problem-solving ability with an analytical, detail-oriented mindset.
- Comfortable working independently within a ticket desk environment.
- Proficient with CRM and customer support tools (e.g., Zendesk, Freshdesk, Salesforce).
- Able to prioritize tasks and manage time effectively across multiple tickets.
- Collaborates well with internal teams when needed for resolution or escalation.
- Customer-focused, professional, and committed to continuous improvement.
What We Offer
- Part-time, in-person position (2-3 days per week at our Raleigh, NC office)
- Flexible scheduling within your assigned days
- Comprehensive benefits package, including health, dental, and retirement plans (eligibility may vary based on hours)
- Supportive, fast-growing company with opportunities for professional growth
- Compensation: $22-$25 per hour, based on experience.