Customer Support Associate

ABOUT LONE WOLF 

We’re here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers. We’ve seen a lot of change over the past 30 years—but we’ve been here to support real estate from day one. 

With the diverse landscape of the real estate industry, we want diverse talent! We want to celebrate each other’s individuality and embrace our differences to enrich our commonalities and relationships throughout our organization, and we want you to be a part of that. 

Job Summary:

As a Customer Support Associate, you’ll provide technical support for our accounting, commissions, and reporting platform. You’ll assist clients via phone, email, and chat, troubleshooting software issues, answering accounting-related questions, and ensuring an exceptional customer experience.

Essential Responsibilities and Duties:

• Provide responsive, high-quality support via email, chat, and phone.
• 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, telephone and chat etiquette.
• Recognize opportunities for improving product and client experience based on the feedback you receive and escalate any issues to management appropriately.
• Escalate complex issues to the appropriate team when necessary. Provide responsive, high-quality support via email, chat, and phone.
• 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, telephone and chat etiquette.
• Recognize opportunities for improving product and client experience based on the feedback you receive and escalate any issues to management appropriately.
• Escalate complex issues to the appropriate team when necessary..

Qualifications:

• 1-2 years of experience in Customer Support is preferred.
• 2+ years of technical support experience is preferred.
• Experience with Salesforce, Zendesk, Intercom or a similar ticketing system preferred.

Knowledge/Skills/Abilities:

• Customer Centric (Relationship Building) – A passion for customers and a desire to deliver an experience that is personalized to each customer’s needs. Demonstrates empathy for the customer and seeks to understand their issues or questions and quickly reaches a solution.
• Attention to Detail – Delivers a quality customer experience through active listening to quickly identify the issue and resolve.
• 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.
• Client Retention – Analyze client behavior, gather information about client concerns, and build positive relations with client and business associates.
• 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
• API knowledge/familiarity

Work Setup:

• Hybrid Work Set-up
• During the 1st month, expected to work on-site