Client Support Specialist
Job Description
KODE Labs is looking for a Client Support Specialist to become part of its Client Experience team. The role provides reliable client assistance and monitors product-related issues during the US Time Zone. The company aims to deliver an outstanding client experience every day and relies on skilled, driven professionals who are committed to excellence.
This is a fast-moving team where maintaining the status quo is not enough.
WHAT YOU WILL DO
- Develop thorough knowledge of all KODE Labs products.
- Examine support tickets, investigate problems, and directly assist clients with Tier 1 matters handled by this role.
- Monitor, communicate, and coordinate every issue reported internally.
- Follow up promptly with clients and internal teams to confirm that reported matters are being addressed or resolved.
- Create guides and instructional articles for all KODE products to support clients, resolve tickets, and onboard users.
- Determine the appropriate teams for escalating higher-tier tickets, such as Product, Development, or Network.
- Work with Project Managers to obtain updates on ticket status and resolution timelines from responsible teams.
- Deploy the KODE OS smart building platform at new or existing locations by integrating available building technologies, including HVAC, Lighting, Fire, Indoor Air Quality, and more.
- Configure advanced HVAC diagnostic and insight capabilities, including reports, visualizations, alarms, and functional tests.
- Investigate and document product issues, for example by testing different scenarios or impersonating users.
- Prepare internal and client-facing ticket reports and other support metrics.
Requirements
WHAT YOU NEED TO SUCCEED
- Availability to work US-aligned shifts from 1:00 AM–9:30 AM CET.
- Excellent abilities in organization, customer service, and communication.
- Strong time-management, attention-to-detail, and follow-up capabilities.
- Interest and enthusiasm for building systems and building technology.
- Flexibility to collaborate with many different personality types.
- Capacity to understand engineering concepts and explain them clearly.
- A minimum of 1 year of client support experience with English-speaking clients.
- At least 1 year of experience using a ticketing system.
- Experience supporting a software product is preferred.
- Ability to prioritize work effectively in support of team and organizational objectives.
- Ability to operate in a fast-paced setting while managing multiple projects simultaneously.
- Experience and enthusiasm for understanding engineering and mechanical systems.
- A Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Mechatronics or another related field is preferred.
Benefits
Why Join KODE
- Massive Impact: Your contribution will directly support efficiency and sustainability initiatives across some of the world's largest real estate portfolios, creating tangible value that matters.
- Real Ownership: You will manage the complete energy-data deployment lifecycle and help shape data standards, product roadmaps, and client strategy.
- Velocity & Support: The team works quickly with high expectations, prioritizes continuous improvement, and provides the resources necessary for success.
- Growth Trajectory: As the energy module expands rapidly, this position will grow with it. You will be an early member of the expanding Mission Control team.
- Merit-Driven Culture: Outcomes carry more weight than resumes, and strong ideas succeed regardless of their origin.
Benefits
- Salary that is competitive and based on experience.
- Discretionary Bonus Program.
- Career Development Program.
- Comprehensive Health Insurance Package.
- A dynamic team working on challenging projects.
- Flexible Paid Time Off.
- A friendly and welcoming workplace.
- Recurring social events and activities.
Client Support Specialist
Job Description
KODE Labs is looking for a Client Support Specialist to become part of its Client Experience team. The role provides reliable client assistance and monitors product-related issues during the US Time Zone. The company aims to deliver an outstanding client experience every day and relies on skilled, driven professionals who are committed to excellence.
This is a fast-moving team where maintaining the status quo is not enough.
WHAT YOU WILL DO
- Develop thorough knowledge of all KODE Labs products.
- Examine support tickets, investigate problems, and directly assist clients with Tier 1 matters handled by this role.
- Monitor, communicate, and coordinate every issue reported internally.
- Follow up promptly with clients and internal teams to confirm that reported matters are being addressed or resolved.
- Create guides and instructional articles for all KODE products to support clients, resolve tickets, and onboard users.
- Determine the appropriate teams for escalating higher-tier tickets, such as Product, Development, or Network.
- Work with Project Managers to obtain updates on ticket status and resolution timelines from responsible teams.
- Deploy the KODE OS smart building platform at new or existing locations by integrating available building technologies, including HVAC, Lighting, Fire, Indoor Air Quality, and more.
- Configure advanced HVAC diagnostic and insight capabilities, including reports, visualizations, alarms, and functional tests.
- Investigate and document product issues, for example by testing different scenarios or impersonating users.
- Prepare internal and client-facing ticket reports and other support metrics.
Requirements
WHAT YOU NEED TO SUCCEED
- Availability to work US-aligned shifts from 1:00 AM–9:30 AM CET.
- Excellent abilities in organization, customer service, and communication.
- Strong time-management, attention-to-detail, and follow-up capabilities.
- Interest and enthusiasm for building systems and building technology.
- Flexibility to collaborate with many different personality types.
- Capacity to understand engineering concepts and explain them clearly.
- A minimum of 1 year of client support experience with English-speaking clients.
- At least 1 year of experience using a ticketing system.
- Experience supporting a software product is preferred.
- Ability to prioritize work effectively in support of team and organizational objectives.
- Ability to operate in a fast-paced setting while managing multiple projects simultaneously.
- Experience and enthusiasm for understanding engineering and mechanical systems.
- A Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Mechatronics or another related field is preferred.
Benefits
Why Join KODE
- Massive Impact: Your contribution will directly support efficiency and sustainability initiatives across some of the world's largest real estate portfolios, creating tangible value that matters.
- Real Ownership: You will manage the complete energy-data deployment lifecycle and help shape data standards, product roadmaps, and client strategy.
- Velocity & Support: The team works quickly with high expectations, prioritizes continuous improvement, and provides the resources necessary for success.
- Growth Trajectory: As the energy module expands rapidly, this position will grow with it. You will be an early member of the expanding Mission Control team.
- Merit-Driven Culture: Outcomes carry more weight than resumes, and strong ideas succeed regardless of their origin.
Benefits
- Salary that is competitive and based on experience.
- Discretionary Bonus Program.
- Career Development Program.
- Comprehensive Health Insurance Package.
- A dynamic team working on challenging projects.
- Flexible Paid Time Off.
- A friendly and welcoming workplace.
- Recurring social events and activities.
