United States onlyThis is a remote position.
- Total hours: 40 hours per week or 8 hours per day
- Monday - Friday
- 8:00 AM - 5:00 PM Chicago, IL time
- With 1 hour unpaid break in between
Communicate directly to end-users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge
Act as a subject matter expert of the platform and maintain up-to-date product knowledge
Troubleshoot features and integrations sufficiently to remediate configuration issues, define bugs and defects, and route issues to the appropriate engineering team
Proactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to help improve the software platform
Build ongoing trust and confidence with customers, advise them based on care, and act as their point of contact for any troubleshooting
Maintain diligence and keep strong records and documentation of customer interactions
Expand and refine our customer-facing self-help library of articles
Follow Cohesion’s communication best practices and guidelines for customer engagement
Respond to inbound chat, email and phone support requests
Maintain and produce various customer-facing reporting documents
Ongoing product testing
Manage and refine the complete listing of customer challenges involving the product and/or engineering teams
Communicate to the Customer Success and adjacent teams’ customer sentiment and feature feedback
Work alongside the Product, Engineering and Implementation team to ensure our clients are getting top notch resolutions to support questions
Requirements
3+ years of experience in software product technical support Strong customer service skills
Knowledge of SQL and/or Postman
Ability to multitask, prioritize and manage time effectively
Customer service experience
Strong organization skills and attention to detail
Proficient technical skills with the ability to quickly learn and leverage new software
Desired Qualifications
Proptech or real estate experience
Previous experience working in a startup
Bachelor’s Degree in a related field
Independent Contractor Perks
- HMO Coverage for eligible locations
- Permanent work from home
- Immediate hiring
- Steady freelance job
Australia
United Kingdom only
