Technical Support Specialist

As a Technical Support Specialist at our company, you will play a crucial role in providing world-class client engagement, application troubleshooting, and ongoing relationship building with our customers. Reporting to the VP of Engineering, you will collaborate cross-functionally with our Product, Implementation, and Engineering Teams to ensure customer success.

• *Responsibilities:**
• Communicate directly with end-users to address inbound questions and challenges, offering resolutions based on thorough product knowledge.
• Serve as a subject matter expert on the Cohesion platform, maintaining up-to-date product knowledge.
• Troubleshoot features and integrations to resolve configuration issues, identify bugs, and route issues to the appropriate engineering team.
• Proactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to enhance the software platform.
• Build trust and confidence with customers, providing care-based advice, and acting as their primary troubleshooting contact.
• Maintain meticulous records and documentation of customer interactions.
• Enhance our customer-facing self-help library by creating and refining articles.
• Adhere to Cohesion's communication best practices and customer engagement guidelines.
• Respond to inbound chat, email, and phone support requests.
• Generate various customer-facing reporting documents.
• Conduct ongoing product testing.
• Manage and enhance the comprehensive list of customer challenges for product and engineering teams.
• Convey customer sentiment and feature feedback to the Customer Success and adjacent teams.
• Collaborate with Product, Engineering, and Implementation teams to ensure top-notch resolutions for client support queries.
• *Required Qualifications:**
• 5+ 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 organizational skills and attention to detail.
• Proficient technical skills with the ability to quickly learn and leverage new software.
• Bachelor's Degree in a related field.
• *Desired Qualifications:**
• Property or real estate experience.
• Previous experience working in a startup.

Join us in providing exceptional technical support and customer satisfaction as we continue to grow and innovate in the industry. As a Technical Support Specialist at our company, you will play a crucial role in providing world-class client engagement, application troubleshooting, and ongoing relationship building with our customers. Reporting to the VP of Engineering, you will collaborate cross-functionally with our Product, Implementation, and Engineering Teams to ensure customer success.

• *Responsibilities:**
• Communicate directly with end-users to address inbound questions and challenges, offering resolutions based on thorough product knowledge.
• Serve as a subject matter expert on the Cohesion platform, maintaining up-to-date product knowledge.
• Troubleshoot features and integrations to resolve configuration issues, identify bugs, and route issues to the appropriate engineering team.
• Proactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to enhance the software platform.
• Build trust and confidence with customers, providing care-based advice, and acting as their primary troubleshooting contact.
• Maintain meticulous records and documentation of customer interactions.
• Enhance our customer-facing self-help library by creating and refining articles.
• Adhere to Cohesion's communication best practices and customer engagement guidelines.
• Respond to inbound chat, email, and phone support requests.
• Generate various customer-facing reporting documents.
• Conduct ongoing product testing.
• Manage and enhance the comprehensive list of customer challenges for product and engineering teams.
• Convey customer sentiment and feature feedback to the Customer Success and adjacent teams.
• Collaborate with Product, Engineering, and Implementation teams to ensure top-notch resolutions for client support queries.
• *Required Qualifications:**
• 5+ 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 organizational skills and attention to detail.
• Proficient technical skills with the ability to quickly learn and leverage new software.
• Bachelor's Degree in a related field.
• *Desired Qualifications:**
• Property or real estate experience.
• Previous experience working in a startup.

Join us in providing exceptional technical support and customer satisfaction as we continue to grow and innovate in the industry.