Customer Support Specialist

4 weeks ago

Cambridge, Ontario, Canada Lone Wolf Real Estate Technologies Inc Full time

At Lone Wolf Real Estate Technologies Inc, we are committed to developing solutions that significantly impact our clients' success and the real estate sector. Our leading software empowers clients to concentrate on their objectives by offering a comprehensive enterprise solution.

In the dynamic landscape of real estate technology, our achievements stem from valuing our employees' diverse expertise and nurturing our client partnerships.

As the foremost real estate software provider in North America, our offerings give clients a competitive edge in the current market, with nearly 10,000 offices utilizing our robust, fully integrated software solutions.

POSITION OVERVIEW:

Deliver Tier-2 technical assistance and troubleshooting to users through various communication channels. Guide customers on product features, functionalities, and other support-related inquiries. Manage conflict resolution and escalation processes. Candidates should exhibit personalized skills, proactive and reactive support capabilities, and enterprise-level assistance.


• Assist clients via email, chat, and phone regarding our proprietary software products

• Document all support interactions and client challenges in our ticketing system

• Utilize your interpersonal skills and product knowledge to diagnose, test, and resolve client software issues

• Provide prompt responses to client inquiries, showcasing excellent email and phone etiquette

• Identify opportunities for enhancing product and client experiences based on feedback received

Required Skills & Qualifications

EXPERIENCE:

2-3 years of experience in Customer Support is preferred. Familiarity with Salesforce, Zendesk, Intercom, or similar ticketing systems is advantageous.

KNOWLEDGE/SKILLS/ABILITIES:

Attention to Detail – Strong organizational, time management, observational, and analytical skills. The ability to apply intellectual skills to tasks of any size. Critical Thinking – The capability to process and organize information to identify problems and develop effective solutions for clients. Exceptional Communication Skills (Written & Verbal) – Proficient interpersonal communication and customer service skills are essential for collaborating with customers and cross-functional teams. Customer Focused (Relationship Building) – Demonstrated empathy and adaptability to various scenarios. Client Retention – Ability to analyze client behavior, gather insights on concerns, and foster positive relationships with clients and business partners. Assist clients with technical issues related to software and escalate concerns to management as necessary. Meet quality assurance standards and other key performance indicators.

PREFERRED SKILLS

Familiarity with Salesforce CRM Experience in chat support Knowledge of JIRA ticketing systems Understanding of Real Estate Multiple Listing Services Proficiency in Microsoft Office Suite or related software

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