Product Analyst and Customer Support Representative at HomeX

Colombo, Western Province, Sri Lanka

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

YesVisa

PropTech, Conveyancing, Real EstateIndustries

Requirements

Bachelor’s degree in Information Technology, Business Administration, or a related field (preferred)
Fluency in Spoken and Written English
Minimum of 2 years in a customer support or product support role
Experience with support documentation and knowledge base management
Proficiency in using support ticketing systems and customer relationship management (CRM) software
Familiarity with Homey's products and services (advantageous)
Excellent communication and interpersonal abilities
Strong problem-solving skills and attention to detail
Ability to work independently and manage time effectively

Responsibilities

Manage all incoming support queries
Undergo a comprehensive induction, utilising support notes from the UK Support Team, to effectively address customer concerns
Maintain and update handover documentation to facilitate the expansion of the Support Team in Sri Lanka
Operate independently with minimal input from the UK team
Report to Saisha, Product Support

Skills

Key technologies and capabilities for this role

Customer SupportProduct AnalysisDocumentation ManagementSupport QueriesCommunication SkillsIndependent Operation

Questions & Answers

Common questions about this position

What is the salary for this Product Analyst and Customer Support Representative role?

The salary starts from Rs.300,000 per month, paid in GBP with a UK contract, and is competitive commensurate with experience. There is also a plus 5% allocation for benefits.

Is this a remote, hybrid, or on-site position?

This is a hybrid position based in the new Colombo office.

What skills and experience are required for this role?

Requirements include a Bachelor’s degree in IT, Business Administration, or related field (preferred), fluency in English, minimum 2 years in customer or product support, experience with support documentation, proficiency in support ticketing systems and CRM software, plus strong communication, problem-solving, and independent working skills.

What benefits are offered in this position?

Benefits include payment in GBP with a UK contract for possible taxation benefits, plus 5% allocation for benefits (team-decided, may include health insurance, transport, and socials), opportunities for professional development, career progression, and a supportive work environment.

What makes a strong candidate for this role at Homey?

A strong candidate has a relevant Bachelor’s degree, fluency in English, 2+ years of customer/product support experience, skills in ticketing systems and CRM, plus excellent communication, problem-solving, and the ability to work independently.

HomeX

Comprehensive home repair and maintenance services

About HomeX

HomeX provides a range of home repair services designed to assist homeowners with maintenance and repair needs. The company offers two main services: virtual technical assistance and in-home repair services. Through the Remote Assist service, clients can connect with a technician via call or video chat to receive expert advice and troubleshooting, which helps save time and costs. If the issue cannot be resolved virtually, HomeX can arrange for an in-home visit to ensure the problem is addressed effectively. HomeX's pricing is flexible, tailored to the specific project, allowing clients to pay only for the services they require. This approach makes HomeX different from competitors by combining virtual support with the option for in-person assistance, creating a seamless experience for homeowners. The goal of HomeX is to simplify the home repair process, making it more accessible and less frustrating for homeowners.

Chicago, IllinoisHeadquarters

2017Year Founded

$87.5MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Consumer Software, Consumer GoodsIndustries

51-200Employees

Benefits

Competitive compensation packages

Equity

Performance-based incentives

Competitive benefits

Risks

Competition from tech giants like Amazon could threaten HomeX's market share.

Rising labor costs may impact profitability, especially with in-home repair service expansion.

Consumer privacy concerns could lead to regulatory scrutiny of Remote Assist services.

Differentiation

HomeX offers both virtual and in-home repair services, providing comprehensive solutions.

Remote Assist allows expert guidance through video, call, or chat, reducing the need for visits.

Flexible pricing model caters to a wide range of budgets and project complexities.

Upsides

Raised $90M to expand services across North America, enhancing growth potential.

Increased demand for virtual home services due to remote work trends boosts market opportunity.

Advancements in AI enable HomeX to offer proactive and efficient predictive maintenance solutions.

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