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

Product Owner

The Product Owner is an integral part of the Product team at RemoteLock. The Product Owner works closely with the rest of the Product team to define new features and changes to the platform, collaborates with the Engineering team to make those a reality, then evangelizes and enables features to the rest of the company once features ship. The right person for this role will blend technical understanding with communication and leadership skills. This position is intended for a person early in their career in Product and looking to progress toward Product Manager.

Product Owner Responsibilities

Manage and prioritize the product backlog for one or more of RemoteLock’s products
Break down features to be developed into executable milestones and individual user stories
Lead Agile sprint planning and manage day-to-day development activities with the engineering team
Perform acceptance testing and verify features' release readiness
Act as a liaison between Product and Sales, Customer Support, and Customer Success
Document features and changes to the platform
Triage emerging issues and communicate timing and fixes with Customer Support
Collaborate on the design of new products and features

Qualifications

2+ years experience working with SaaS software; experience in Customer Success, Customer Support, Sales Engineering, or the like at a SaaS company
Ability to break down complex features into user stories
Ability to explain both big picture (why a feature is important, why the design is what it is) and fine details (detailed acceptance criteria)
Accomplished working with teams and comfortable leading discussions
Comfortable with technical details
Firm knowledge of SaaS, internet technologies, browser technologies, web apps, and mobile apps
Excellent written and verbal communication skills
Ability to work remotely and with remote teams
Development experience and/or knowledge of software development methodologies like Agile a plus
Experience in access control a plus

Email to apply

BDR / Business Development Representative

The Business Development Representative, AKA Access Consultant is responsible for developing new sales opportunities through inbound lead follow-up and outbound cold calls and emails. This position requires detailed knowledge of the complete portfolio of RemoteLock solutions as well as general knowledge of components and systems supported through integration (Software Platforms and wireless locks by other OEMs).

Responsibilities

Develop qualified prospects to fill the sales pipeline and drive sales goals by pursuing all inbound leads using a defined qualification process.
Source new sales opportunities through outbound cold calls
Understand customer needs and requirements
Route qualified opportunities to the appropriate sales executives for further development and closure
Close sales and achieve quarterly quotas
Research and evaluate prospects prior to product demonstrations
Collaborate with sales and marketing to build a sales strategy for generating new prospects
Create and confidently deliver sales presentations/demos that demonstrate the superiority of our products and brand.
Report and maintain sales data through HubSpot that will influence monthly/quarterly sales reports, pipelines, forecasts, etc.
Analyze sales metrics to improve and grow sales strategy and performance
Respond to requests for information in a timely manner. Such requests include but may not be limited to; system design support, product feature and capability descriptions, price quotations, and review/response to system requirement specifications
Identify and report opportunities for RemoteLock to improve its competitive product advantages, operational efficiencies, and overall profitability
Improve overall job knowledge through educational seminars, professional trade publications, etc.
Other duties as assigned

Qualifications

Proven inside sales experience
Verifiable track record of over-achieving revenue goals year over year
Experience working with HubSpot or similar CRM
Excellent communication skills, both verbal and written
Strong listening and presentation skills
Demonstrate self-confidence, energy and enthusiasm in a professional manner
Present ideas, expectations and information in a concise, well-organized way
Ability to multitask, prioritize, and manage time efficiently
BA/BS degree or relevant experience

Email to apply