Remote Customer Support Specialist

  • Carlsbad, California, United States
  • Inside Real Estate posted 2 weeks ago
  • Views 31
  • Posted Date : May 18, 2020
  • Application deadline : June 18, 2020
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Job Description

As part of the Inside Real Estate Technical Support team, the Technical Support Specialist will engage with product users to gather customer intelligence, increase retention, and build long-term customer value. The Technical Support Specialist will help both the team and company stay in front of product users and remain relevant. The Technical Support Specialist is an advocate for our customers.

Roles and Responsibilities:

The Technical Support team manages the inbound flow of client communication to support our product users day to day needs.

A Technical Support Specialist is responsible for:

Responding to inbound calls, emails, and live chats during dedicated business hours
Providing First Call/Email/Chat Resolution as often as possible Providing thorough responses to resolve customer inquiries in one contact
Providing outstanding customer support in all channels
Displaying professionalism in all written and verbal correspondence
Recording detailed activities of customer interactions
Quickly identifying and escalating product issues to our Development team
Customer satisfaction by handling complaints and problems with the utmost urgency and showing empathy
Escalating client subscriptions to a Customer Success Manager when appropriate
Acting as the voice of the customer by communicating customer issues with appropriate departments and escalating as necessary to our Development team
Identifying coaching needs for product users
Identify struggling customers and recommend them for specific coaching or attention by a Customer Success Manager
Providing customers with additional training materials to expand their knowledge and encourage them to use our best practices for success
Channel Specific Responsibilities:

Phone Assignment:

Maintain a 95% call capture rate individually
Record all calls in our ticketing system to own the user resolution process
Log detailed call notes in all related tickets
Striving towards a 99% team call capture rate

Email Assignment:

Successfully close 30-35 email tickets each day
Thoroughly answer all questions in an email inquiry
Split email tickets as needed to record each user question

Chat Assignment:

Successfully close 35-40 chats each day
Maintain an average first response time under 60 seconds as a team
Respond to multiple chats at a time while thoroughly answering all user questions

Additional responsibilities also include:

Maintaining product expertise and staying up to date with the latest product releases
Contribute content and updates to help maintain the client facing Support Site, internal canned responses, and user FAQs
Properly manage, via the CRM system, all customer contacts and activity on a daily basis
1+ years of customer service experience
Attention to detail
Focus on deadlines
Superior and professional communication skills (written and verbal)
Ability to multitask
Ability to work in a fast-paced environment
Ability to work with minimum supervision
General computer skills knowledge of Google Docs and CRM Systems are
preferred but not required
General understanding of the Real Estate Industry preferred but not required
General understanding of iOS and Android devices preferred but not required
General understanding of a SaaS business model preferred but not required
HTML or Javascript knowledge preferred but not required
Medical Insurance
Dental Insurance
Vision, Life, Accident, Disability, etc…

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