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Leap · 4 months ago

Support Agent (High-Volume, Always Accepting Applications)

Columbia, MD, US

Full-time

Onsite

Entry, Mid Level

$55K/yr - $55K/yr

2+ years exp

Leap is a leading company in the home improvement industry, recognized for its innovative approach and rapid growth. The Support Agent will provide technical support to customers via phone, email, and chat, ensuring timely and professional responses to inquiries while managing case workloads and contributing to the internal knowledge base.

CRMInformation ServicesInformation TechnologySalesSoftware

Growth Opportunities

Responsibilities

Provide timely, professional, and accurate responses to clients who submit product-related inquiries via email, phone

Enter all correspondence and necessary information related to a case into the case management system

Submit Jira tickets to the Team Lead and/or Product Team relating to issues reported by clients

Collaborate and follow-up with the Product Team on cases that require escalation

Manage case work load by monitoring open case queue and addressing cases in order in which they are received

Serve as Subject Matter Expert (SME) for cross-functional teams

Create, grow and manage internal knowledgebase including FAQ’s, troubleshooting tips, best practices, instructional videos, etc

Assist in training and onboarding of new Support Team members

Qualification

Technical supportWeb-based applicationsIncident tracking softwareAnalytical skillsCustomer serviceMultitaskingPatienceEmpathyAttention to detailAdaptability

Required

Associate/Bachelor's degree or equivalent experience required

2-3 years of experience serving in an external client-facing role supporting clients via phone or email

2-3 years of experience using, supporting, or troubleshooting web-based applications

Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress

Strong technical, analytical and troubleshooting skills

Outstanding attention to detail and accurateness

Ability to manage and prioritize multiple tasks simultaneously

Working knowledge of incident tracking software and reporting capabilities

Ambition, drive, and ability to learn quickly and adapt to change

Benefits

Affordable Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date.

Invest in Your Future – 401(k) company match to help you build financial security.

Time to Recharge – competitive time-off package including 20 vacation days, 10 sick days, 8 company holidays, 3 floating holidays and 2 volunteer days to give back to causes you care about.

Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial well-being, and everyday challenges.

Exclusive Discounts with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more!

MoveSpring Wellness App – stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you!

Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit!