To support high-touch clients, the full-time Product Support Agent will resolve complex issues related to Smart Access and Smart Devices in a remote setting, collaborating with engineering and product teams to ensure effective resolutions. Key responsibilities Take ownership of support tickets and drive them through to resolution across teams Analyze and troubleshoot multi-layered technical problems to determine appropriate solutions Document all customer interactions, findings, and resolutions in the ticketing system Required qualifications 2+ years of customer service experience, preferably in a contact center environment Strong technical and troubleshooting skills, particularly with PCs and Internet computing Proven track record of effective communication and interpersonal skills Ability to manage interactions with potentially frustrated customers Desire to engage with new systems and technology while conveying knowledge to partners and customers