Technical Support Specialist
6 days ago
We are seeking a highly skilled Technical Support Representative to join our team at Lone Wolf Real Estate Technologies Inc. As a Technical Support Representative, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities- Provide Tier-2 technical support and troubleshooting to our users via various communication channels.
- Advise customers on product functionality, features, and other support-related inquiries.
- Facilitate conflict resolution and/or escalation.
- Log details of all support sessions and client challenges in our ticketing system.
- Rely on your interpersonal skills and product knowledge to diagnose, test, and resolve client software challenges.
- Efficiently answer client questions, displaying your superb communication skills.
- Recognize opportunities for improving product and client experience based on the feedback you receive.
- 2-3 years of experience in Customer Support is preferred.
- Experience with Salesforce, Zendesk, Intercom, or a similar ticketing system is preferred.
- Attention to Detail – Organizational skills, time management skills, observational skills, and analytical skills.
- Critical Thinker – Processing and organizing facts, data, and other information to identify a problem and develop effective solutions.
- Excellent Communication Skills (Written & Verbal) – Good interpersonal communication and customer service skills.
- Customer Oriented (Relationship Building) – Empathy, adaptability, and ability to build positive relations with clients and business associates.
- Client Retention – Analyze client behavior, gather information about client concerns, and build positive relations.
- Salesforce CRM familiarity.
- Chat support experience.
- JIRA ticketing system familiarity.
- Real Estate Multiple listing services familiarity.
- Proficient with Microsoft Office Suite or related software.
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