Opportunity & Impact

You are the reason Property Manager accounts are configured accurately. You are 100% focused on data and account modifications from when our customers sign up and throughout their entire journey with Latchel. You look across customer escalations to identify trends and unhealthy accounts. You take corrective actions to ensure all accounts are configured correctly and data modifications are complete and accurate.

Responsibilities

1. Monitor and respond to tickets pertaining to data/account modifications

2. Complete data tasks related to data modification and account configuration for Latchel customers

3. Complete data tasks related to onboarding new accounts

4. Create customer-oriented, comprehensive help guide articles for our customers.

Qualifications

1. Excellent root cause analysis and problem-solving skills.

2. Excellent multi-tasking skills.

3. Demonstrated experience in data modification and manipulation using Excel.

4. Excellent English written communication skills and reading comprehension.

5. Proficient in verbal English communication.

6. Familiarity with running reports in SQL/mySQL/PostgreSQL (Latchel uses PostgreSQL)

   1. Writing SQL is a plus.

Internal Job Information

Schedule

• Monday-Friday: 4:30 AM - 1:00 PM PST

How is work routed to a Data Support Associate?

1. Ask Assembly

   1. Account Update requests are submitted via #account-update-request channel by a Customer Success Manager, or the Product Support Team.

   2. Every request submitted creates a ticket in Ask Assembly which will be assigned in the Data Support team space.

Key Metrics

1. Audit scores per ticket completed.