Customer Support Specialist - Tier 1

November 8

Apply Now

Receive Emails with Similar Jobs

Funnel Leasing

WebsiteLinkedInAll Job Openings

Rental Inventory Management • Listings Database • Multifamily • Technology • Listings Management

51 - 200

💰 $36.5M Series B on 2022-02

Description

• Work directly with customers to answer questions and troubleshoot software solutions • Analyze issues and translate software knowledge into actionable directions • Document customer interaction, troubleshooting, and results clearly and concisely • Engage in system analysis of software for best practices and provide solutions • Identify and escalate trending issues and potential software defects • Meet posted metrics for performance including case volume, CSAT, response, and SLA • Contribute to knowledge methodology by creating/reviewing articles • Foster collaboration within the team and across the company • Assist in continuous improvement for professional development

Requirements

• Multifamily Industry Experience • Relevant Bachelor’s degree or equivalent, related experience • 1-3 years of experience in SaaS software customer support • Strong verbal and written communication skills • Experience with ticket management systems such as Salesforce Service Cloud and Jira • Experience or in-depth knowledge of the real estate / multifamily industry is a plus • Experience in ITIL, Knowledge Centered Support (KCS), HDI or other support frameworks is a plus • The ability to receive and offer constructive feedback and work to maintain our company values and collaborative culture • Strong customer service skills with the drive to provide the best customer experience with each interaction • Organized, detail-oriented, and self-motivated , with the ability to work under pressure and attain pre-defined deadlines • The ability to effectively communicate through phone, chat , and email is required • Ability to work on multiple issues simultaneously in a fast-paced environment • Ability to work within a team environment and independently while maintaining a high level of efficiency • Proven ability to effectively diagnose and resolve customer issues, demonstrating a strong troubleshooting skillset in a customer support environment • Ability to manage time effectively

Benefits

• Health insurance • Dental and Vision insurance • Company paid Life/AD&D • Long-term Disability insurance • Short-term Disability insurance • Term Life insurance • Flexible Spending Account (FSA) • Health Savings Account (HSA) • Retirement Plan - 2% company match • EAP • Remote-first • Uncapped Discretionary Time off • Sick Leave • 13 paid holidays • One time remote work stipend • Employee recognition program • Employee-led Groups (ELG’s)