Customer Support Specialist

Inside Real Estate Carlsbad , CA 92008

Posted 4 weeks ago

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

Requirements

  • 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

Benefits

  • Medical Insurance
  • Dental Insurance
  • 401k
  • Vision, Life, Accident, Disability, etc...
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Customer Support Specialist

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