Customer Support Associate

ESSENTIAL RESPONSIBILITIES AND DUTIES:

• Supporting customers via email, chat and telephone on our proprietary software products.  
• Log details of all support sessions and customer challenges in our ticketing system.  
• Rely on your interpersonal skills and product knowledge to diagnose, test, and resolve customer software challenges.  
• Efficiently answer customer questions while displaying excellent email and telephone etiquette.   
• Recognize opportunities for improving product and customer experience based on the feedback you receive. 

QUALIFICATIONS:

• 2-3 years of experience in Customer Support is preferred. 
• Experience with Salesforce, Zendesk, Intercom or a similar ticketing system preferred. 

KNOWLEDGE/SKILLS/ABILITIES:

• Customer Centric – A passion for customers and a desire to deliver an experience that is personalized to each customer’s needs. Demonstrates empathy for the customer and seeks to understand their issues or questions and quickly reaches a solution. 
• Attention to Detail – Delivers a quality customer experience through active listening to quickly identify the issue and resolve. 
• Critical Thinker – Processing and organizing facts, data, and other information to identify a problem and develop effective solutions for our customers. 
• Excellent Communication Skills (Written & Verbal) – Good interpersonal communication and customer service skills are needed to work successfully with customers, and cross functional teams to support our customers. 
• Customer Retention – Analyze customer behavior, gather information about customer concerns, and build positive relations with customers and business associates. 
• Meet quality assurance requirements and other key performance metrics. 

BONUS SKILLS

• Salesforce CRM familiarity 
• Chat support experience 
• JIRA ticketing system familiarity 
• Real Estate Multiple listing services familiarity 
• Proficient with Microsoft Office Suite or related software