Careers at RemoteLock

Imagine using your phone to unlock the doors on your business or property and monitor who enters from halfway around the world. Whether managing automated guest and maintenance access, to a vacation rental property, or the IT assets of a Fortune 50 enterprise, RemoteLock is securely opening doors 100+ million times a year from the cloud.

RemoteLock is a leading provider of cloud-based access control and smart lock management software. Our cloud-based application, EdgeState, consolidates connected locks from different manufacturers on an easy-to-use SaaS solution enabling customers to remotely control access for guests, employees and support staff, saving time, money, and manpower.

We're a company with a 10-year track record of success and a start-up mentality. RemoteLock is fanatical about getting the right things done in a detailed and dependable manner. We are experts in the field with the humility to improve every day. We embrace challenges with open and honest communications and have the courage to always do the right thing. We value a healthy work-life balance and have fun being ourselves and serving our client base.

Customer Support Representative

As a Customer Support team member, the primary responsibility is supporting Remote Lock customer issues with the use of our web based software and the implementation and support of connected locks.

Accountability

Tier 1 and Tier 2 support for incoming client phone calls and emails
Taking ownership of client issues and resolving their primary concerns
Listening and clarifying customer concerns, determining the root cause of the problem and explaining in simple, understandable, and polite terms how to resolve their issue
Troubleshooting of lock hardware (including physical installation, connection to Wifi, and post-installation maintenance in Remote Lock software
Scheduling outbound client appointments for lock and software support
Providing direct expertise to customers on the use of Remote Lock Software as a Service offering to appropriate manage access to their properties and access users
Process customer warranty or refund claims
Maintain ticket information using Zen Desk, including but not limited to appropriate tagging of concerns, warranty and fulfillment information
Maintaining Customer Satisfaction Scores (CSAT) and follow-up with customers to address concerns resulting in improved CSAT
Work directly with individuals purchasing locks online to correct bad product reviews on Amazon
Minimize client cancellations due to service quality challenges

Requirements

Proven customer support experience, ideally with IoT (internet of things) products
Excellent Communication Skills (email and phone) and strong empathy and patience.
Strong phone communication skills; Clear annunciation, the ability to explain complex concepts in a simple manner, and active listening skills.
Customer orientation and ability to adapt/respond to different types of people and personalities.
Ability to multi-task, prioritize, and manage time effectively
Working knowledge of customer service software, ticketing system, databases and tools (Zen Desk and Net Suite are pluses)
Advanced troubleshooting and mechanical inclination
Attention to detail and excellent follow-up and research skills, along with an inherent desire to GET THINGS RIGHT THE FIRST TIME
Awareness of industry’s latest technology trends and applications, and Wi-Fi network knowledge a plus!

Email to apply

Digital Demand Generation Marketing Specialist

RemoteLock is currently seeking an analytical, self motivated and creative thinker to fill the role of a Digital Demand Generation Specialist. This person will help run demand generation and digital activities across various digital platforms including Facebook, LinkedIn, Twitter, Google, Bing, and HubSpot and be responsible for driving marketing qualified leads to RemoteLock.com.

Responsibilities

Demand Generation:

Assist in establishing and maintaining scalable processes that ensure best practices in campaign and lead management across multiple technologies.
Assist in automation creation with workflows, lists, & campaigns within HubSpot
Support essential marketing & sales enablement within organization
Assist in finding creative ways to reach potential customers through digital channels

Digital Marketing

Work with stakeholders to establish social media strategy
Create and maintain social media marketing calendar and automation
Maintain digital marketing reports including, email, scorecard, and Google Analytics
Work with content marketing team to a/b test content through multiple mediums
Assist in SEO, SMM, SEM with Demand Generation Manager and/or agency

Email Marketing

Work with sales and marketing to create email campaigns, automations, and flows within HubSpot
Act as a liaison between sales and marketing for email communications
Maintain email report and assist with email reporting as requested by the marketing team

Qualifications

Bachelor's Degree in Marketing, Business or similar field of study
3+ years experience in digital, demand generation, or performance marketing, preferably B2B
Experience in executing paid search, paid social, and marketing automation campaigns
Creative and out-of-the-box thinker with an excellent understanding of growth marketing or demand generation
Experience in email marketing/marketing automation (Hubspot preferred)
Detail oriented and analytical
Thrives in a startup environment
Strong interpersonal, verbal and written skills
Agency experience preferred

Email to apply