Support Specialist

The  Customer Support Specialist will serve as the first point of contact for incoming questions or concerns about our web-based app. Our goal is to make a personal connection with everyone that reaches out to the Remine team while getting them the help they need in a quick, professional and friendly manner. The Customer Support Specialist also serves as the voice of the customer:  recognizing, interpreting and internally communicating the trends in customer feedback (including their successes and pain points) which are so critical to us as a business.  

In order to solve problems, find workarounds and effectively understand customer feedback, our Customer Support team possesses both an in-depth knowledge of our products as well as a solid understanding of our customer base. Cross-departmental communication and collaboration is key here, and in this role you’ll thrive in a fast-paced, challenging environment, knowing you are making a difference not only in the lives of the individuals that make up our customer base, but in the future success of our company as well.  

Core Duties & Responsibilities:

• Troubleshooting: Resolve issues related to logins, data, platform performance and tool malfunctions
• Contribute towards the development of a strong team environment by upholding high work standards.  
• User Training and Product Knowledge: Guide users on how to use all of Remine’s platforms and maintain expert-level knowledge of Remine’s features.
• Escalation and Documentation: Research and document complex technical issues to escalate to specialized internal teams.
• Take ownership of incoming help requests sent to Remine over email, phone and chat and see each request through to resolution.   
• Share feedback with the rest of the team and across the organization on possible ways to improve product and processes.  

It would be great if you have: 

• Excellent written and verbal communication skills  
• 1-2 years of experience in a customer-facing role  
• A demonstrated desire for continuous learning and personal development  
• A tech-savvy, analytical and process-oriented mindset  
• A solid understanding of the real-estate industry space  
• A strong sense of customer empathy  
• The ability to multi-task and prioritize your workload  

We'd think you're even MORE awesome if you: 

• Have experience as a real estate professional  
• Have previous experience in a fast-paced tech startup environment  
• Have experience with Zendesk  
• Are comfortable working remotely  

Must be able to work EST hours.

Salary: $50,000-55,000 per year