Description

Job Details:
We are searching for a Technical Support Specialist to join our rapidly growing team.
 

This role will report to the VP of Engineering and will work cross-functionally with our Product, Implementation, and Engineering Teams.
 

The Technical Support Engineer is responsible for world-class client engagement, application troubleshooting and ongoing relationship building with our customers.
 

The right candidate will bring a customer-centric approach to support and will have an opportunity to impact our customer success strategy.
 

Responsibilities:
 

• Communicate directly to end-users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge
 

• Act as a subject matter expert of the client platform and maintain up-to-date product knowledge
 

• Troubleshoot features and integrations sufficiently to remediate configuration issues, define bugs and defects, and route issues to the appropriate engineering team
 

• Proactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to help improve the software platform
 

• Build ongoing trust and confidence with customers, advise them based on care, and act as their point of contact for any troubleshooting
 

• Maintain diligence and keep strong records and documentation of customer interactions
 

• Expand and refine our customer-facing self-help library of articles
 

• Follow Client’s communication best practices and guidelines for customer engagement
 

• Respond to inbound chat, email and phone support requests
 

• Maintain and produce various customer-facing reporting documents
 

• Ongoing product testing
 

• Manage and refine the complete listing of customer challenges involving the product and/or engineering teams
 

• Communicate to the Customer Success and adjacent teams’ customer sentiment and feature feedback
 

• Work alongside the Product, Engineering and Implementation team to ensure our clients are getting top notch resolutions to support questions
 

Requirements

Required Qualifications:
 

​• Excellent Communication Skills
 

• 5+ years of experience in software product technical support
 

• Strong customer service skills
 

• Experience of SQL and/or Postman
 

• Ability to multitask, prioritize and manage time effectively
 

• Customer service experience
 

• Strong organization skills and attention to detail
 

• Proficient technical skills with the ability to quickly learn and leverage new software
 

• Bachelor’s Degree in a related field
 

Desired Qualifications
 

• Property or real estate experience
 

• Previous experience working in a startup

Key Skills

Education

Any Graduate