Support Specialist
PLACE
The Customer Support Specialist will serve as the first point of contact for incoming questions or concerns about our web-based app. Our goal is to make a personal connection with everyone that reaches out to the Remine team while getting them the help they need in a quick, professional and friendly manner. The Customer Support Specialist also serves as the voice of the customer: recognizing, interpreting and internally communicating the trends in customer feedback (including their successes and pain points) which are so critical to us as a business.
In order to solve problems, find workarounds and effectively understand customer feedback, our Customer Support team possesses both an in-depth knowledge of our products as well as a solid understanding of our customer base. Cross-departmental communication and collaboration is key here, and in this role you’ll thrive in a fast-paced, challenging environment, knowing you are making a difference not only in the lives of the individuals that make up our customer base, but in the future success of our company as well.
Core Duties & Responsibilities:
- Troubleshooting: Resolve issues related to logins, data, platform performance and tool malfunctions
- Contribute towards the development of a strong team environment by upholding high work standards.
- User Training and Product Knowledge: Guide users on how to use all of Remine’s platforms and maintain expert-level knowledge of Remine’s features.
- Escalation and Documentation: Research and document complex technical issues to escalate to specialized internal teams.
- Take ownership of incoming help requests sent to Remine over email, phone and chat and see each request through to resolution.
- Share feedback with the rest of the team and across the organization on possible ways to improve product and processes.
It would be great if you have:
- Excellent written and verbal communication skills
- 1-2 years of experience in a customer-facing role
- A demonstrated desire for continuous learning and personal development
- A tech-savvy, analytical and process-oriented mindset
- A solid understanding of the real-estate industry space
- A strong sense of customer empathy
- The ability to multi-task and prioritize your workload
We'd think you're even MORE awesome if you:
- Have experience as a real estate professional
- Have previous experience in a fast-paced tech startup environment
- Have experience with Zendesk
- Are comfortable working remotely
Must be able to work EST hours.
Salary: $50,000-55,000 per year