Customer Support Rep (Propertybase)
Essential Responsibilities and Duties
Manage Support Cases: Address basic to intermediate inquiries from our global customer base via Salesforce Cases actively triaging and prioritizing them based on urgency and business impact.
Provide Resolution: Proactivelyidentifytechnical issues present clear resolution options and directly solve straightforward problems to minimize client downtime.
Knowledge Management:Leveragethe internal Knowledge Base to find and apply relevant articles. Contribute to thePropertybaseuser guide by creating how-to videos step-by-step instructions and documentation for new feature launches.
Documentation & Communication:Maintainhighlyaccurateandtimelydocumentation across all activities. Provide consistent customer updatesin accordance withSLA guidelines and close cases with clear concise written resolutions.
Escalation: Accurately diagnose issues todetermineif they can be resolved at Level 1. Ensure seamless transitions by providing thorough well-documented case notes when escalating complex technical issues to Level 2.
Onboarding:Facilitateinitial client success by provisioning new accounts addressing introductory inquiries and effectively guiding users through core platform functionalities.
Qualifications
Working knowledge of Salesforce is essential specifically navigating records understanding standard objects/fields and effectively managing Cases.
Highly analytical and detail-oriented with a proven ability to adhere to structured workflows troubleshooting processes and strict policy guidelines.
Exceptional written and verbal communication skills characterized by a clear professional and customer-centric tone.
Tech-savvy and adaptable with the ability to swiftly navigate SaaS platforms within a fast-paced environment.
Self-motivated and highly coachablepossessingthe flexibility to execute tasks independently while also thriving within a collaborative team setting.
Desirable Experience
Familiarity with real estate industry concepts or terminology.
Salesforce certifications (e.g. Salesforce Certified Administrator) or willingness to pursue them.
Growth Path
This role is designed as a launchpad not a ceiling. Strong performers are expected to progress into Level 2 Support taking on more complex in-depth technical troubleshooting as they expand their skills and productexpertise.
Disclaimer
This job description outlines the general nature and level of work expected in this Wolf Real Estate Technologies Inc. is an Equal Opportunity Employer and strictly prohibits unlawful discrimination on the basis of any status or condition protected by applicable federal state or local laws.
Employment Type : Full-Time
Experience: years
Vacancy: 1