Client Support Specialist (US EST Time Zone)

Job Description

KODE Labs is looking for a Client Support Specialist to become part of the Client Experience team and provide steady client assistance while monitoring all issues connected to the company’s products in the US Time Zone. The goal of this role is to help ensure clients receive an excellent experience every day, within a team built around ambition, talent, and a strong commitment to high standards.

The team operates in a fast-moving environment where a rapid pace is expected.

WHAT YOU WILL DO

Build in-depth knowledge of all KODE Labs products and become proficient in their use.
Examine support tickets, diagnose problems, and assist clients directly with Tier 1 issues that fall within this role’s scope.
Monitor, report, and coordinate every issue raised internally.
Follow up promptly with clients and internal teams so they stay informed when reported issues are in progress or already resolved.
Prepare guides and instructional articles for all KODE products to support client assistance, ticket handling, and user onboarding.
Determine which teams should handle escalated higher-tier tickets, such as Product, Development, Network, and others.
Work together with Project Managers to gather updates on ticket status and expected resolution timelines from the relevant teams.
Deploy the KODE OS smart building platform at new or existing sites by integrating building technologies such as HVAC, Lighting, Fire, Indoor Air Quality, and others.
Set up advanced features that provide HVAC diagnostics and insights, including reports, visualizations, alarms, and functional tests.
Investigate and document product malfunctions, for example by testing different scenarios or impersonating users.
Create internal and client-facing reports covering tickets and various support metrics.

Requirements

WHAT YOU NEED TO SUCCEED

Strong organizational ability, customer service skills, and communication skills.
Availability to work in the US Time Zone, specifically 01:00 am-09:00am CET.
Excellent time management, close attention to detail, and very strong follow-up abilities.
Genuine interest in building systems and building technology.
Flexibility to collaborate effectively with many different personality types.
Capacity to understand engineering concepts and explain them clearly.
At least 1 year of client support experience with English-speaking clients.
At least 1 year of experience using a ticketing system.
Previous experience supporting a software product is considered an advantage.

Job Description

The team operates in a fast-moving environment where a rapid pace is expected.

WHAT YOU WILL DO

Build in-depth knowledge of all KODE Labs products and become proficient in their use.
Examine support tickets, diagnose problems, and assist clients directly with Tier 1 issues that fall within this role’s scope.
Monitor, report, and coordinate every issue raised internally.
Follow up promptly with clients and internal teams so they stay informed when reported issues are in progress or already resolved.
Prepare guides and instructional articles for all KODE products to support client assistance, ticket handling, and user onboarding.
Determine which teams should handle escalated higher-tier tickets, such as Product, Development, Network, and others.
Work together with Project Managers to gather updates on ticket status and expected resolution timelines from the relevant teams.
Deploy the KODE OS smart building platform at new or existing sites by integrating building technologies such as HVAC, Lighting, Fire, Indoor Air Quality, and others.
Set up advanced features that provide HVAC diagnostics and insights, including reports, visualizations, alarms, and functional tests.
Investigate and document product malfunctions, for example by testing different scenarios or impersonating users.
Create internal and client-facing reports covering tickets and various support metrics.

Requirements

WHAT YOU NEED TO SUCCEED

Strong organizational ability, customer service skills, and communication skills.
Availability to work in the US Time Zone, specifically 01:00 am-09:00am CET.
Excellent time management, close attention to detail, and very strong follow-up abilities.
Genuine interest in building systems and building technology.
Flexibility to collaborate effectively with many different personality types.
Capacity to understand engineering concepts and explain them clearly.
At least 1 year of client support experience with English-speaking clients.
At least 1 year of experience using a ticketing system.
Previous experience supporting a software product is considered an advantage.

Job Description

The team operates in a fast-moving environment where a rapid pace is expected.

WHAT YOU WILL DO

Build in-depth knowledge of all KODE Labs products and become proficient in their use.
Examine support tickets, diagnose problems, and assist clients directly with Tier 1 issues that fall within this role’s scope.
Monitor, report, and coordinate every issue raised internally.
Follow up promptly with clients and internal teams so they stay informed when reported issues are in progress or already resolved.
Prepare guides and instructional articles for all KODE products to support client assistance, ticket handling, and user onboarding.
Determine which teams should handle escalated higher-tier tickets, such as Product, Development, Network, and others.
Work together with Project Managers to gather updates on ticket status and expected resolution timelines from the relevant teams.
Deploy the KODE OS smart building platform at new or existing sites by integrating building technologies such as HVAC, Lighting, Fire, Indoor Air Quality, and others.
Set up advanced features that provide HVAC diagnostics and insights, including reports, visualizations, alarms, and functional tests.
Investigate and document product malfunctions, for example by testing different scenarios or impersonating users.
Create internal and client-facing reports covering tickets and various support metrics.

Requirements

WHAT YOU NEED TO SUCCEED

Strong organizational ability, customer service skills, and communication skills.
Availability to work in the US Time Zone, specifically 01:00 am-09:00am CET.
Excellent time management, close attention to detail, and very strong follow-up abilities.
Genuine interest in building systems and building technology.
Flexibility to collaborate effectively with many different personality types.
Capacity to understand engineering concepts and explain them clearly.
At least 1 year of client support experience with English-speaking clients.
At least 1 year of experience using a ticketing system.
Previous experience supporting a software product is considered an advantage.

Punët e Kompanisë Kode Labs (1)

Office Manager

Job Description

Requirements