Technical Support Representative

4 months ago

Cambridge, Canada Lone Wolf Real Estate Technologies Inc Full time

At Lone Wolf Technologies, we believe that when we work together, we can build solutions that really make a difference in our clients’ lives and in the real estate industry. This is why we have created the industry’s leading real estate software to help our clients focus on achieving their goals by providing them with a complete enterprise solution.

In the ever-changing world of real estate technology, we believe that our success comes from embracing our employees’ diverse skill sets and by developing and leveraging our client relationships.

We’ve become the largest real estate software company in North America. Our products provide our clients with a competitive advantage in today’s market and nearly 10,000 offices are utilizing our feature rich, fully integrated windows and web-based software solutions.

JOB SUMMARY: 

Provide Tier-2 technical support and troubleshooting to our users via telephone, email, and web-based tools. Advise customers on product functionality, features, and other support related inquiries. Facilitate conflict resolution and/or escalation. Candidate should possess personalized skills, proactive, preventative, and reactive, enterprise class support. 

• Supporting clients via email, chat and telephone on our proprietary software products 
• 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 email and telephone etiquette
• Recognize opportunities for improving product and client experience based on the feedback you receive 

Skills & Requirements

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:

Attention to Detail  – Organizational skills, time management skills, observational skills, and analytical skills. The ability to use your intellectual skills when accomplishing task, no matter how small or larger. Critical Thinker  – Processing and organizing facts, data, and other information to identify a problem and develop effective solutions for our clients. 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 clients. Comfortable with supporting C-suite clients. Customer Oriented (Relationship Building ) – Have empathy, be able to adapt to different scenarios, to be agile. Client Retention – Analyze client behavior, gather information about client concerns, and build positive relations with client and business associates. Assist clients with any technical issues experience with website and escalate any issues to management appropriately. 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

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