Customer Support Specialist

Job Overview:

We are looking for a skilled Customer Support Specialist with a strong background in real estate to manage customer interactions, troubleshoot technical issues, and support clients in maximizing the use of our SaaS platform. This role requires proactive learning and technical setup in a testing environment, occasional quality assurance tasks, and escalating complex issues to the designated lead.

Responsibilities:

• Handle inbound/outbound calls, including escalations and troubleshooting
• Manage dashboard setup in a test environment, providing feedback to the development team
• Conduct quality assurance tasks during downtime for continuous product improvement
• Follow escalation protocols, alerting the designated manager for critical issues
• Complete training: 40 hours over two weeks, including video sessions, mentoring, and role-playing exercises

Qualifications:

• Real estate background with strong communication skills
• Experience with technical troubleshooting in a SaaS environment

Ideal Candidate:

We are specifically looking for candidates located in either the Philippines or Colombia who are currently working at (or has had 12 mos+ experience) the following companies:

• Lone Wolf
• Homes.com
• Realtor.com
• Zillow