Customer Support Specialist

We are seeking a motivated and service-oriented Customer Support Specialist to join our growing Support Team. This role is responsible for managing incoming tickets through our support portal, ensuring timely responses, effective issue resolution, and an exceptional customer experience.

This is a queue-based support role requiring strong multitasking skills, attention to detail, and the ability to thrive in a fast-paced, high-volume environment. The ideal candidate is highly organized, responsive, and comfortable supporting customers across multiple time zones.

Experience in SaaS customer support is highly preferred. Familiarity with the real estate industry is a plus.

Key Responsibilities

Manage and own all incoming support tickets from intake to resolution

Provide real-time initial responses to inbound tickets within 5 minutes

Maintain an average response time of under 15 minutes across ongoing ticket communication

Triage, prioritize, troubleshoot, and resolve customer issues efficiently

Escalate complex or technical issues when necessary

Accurately document customer interactions, technical concerns, and change requests

Maintain and contribute to troubleshooting documentation and knowledge base articles

Research technical information and platform requirements to resolve customer inquiries

Collaborate with internal teams to ensure timely issue resolution and customer satisfaction

Qualifications

Previous experience in Customer Support, Technical Support, or Help Desk environments

Experience using ticketing and support platforms such as Freshdesk, Zendesk, or Intercom is preferred

Familiarity with collaboration and project management tools such as Jira and Slack is a plus

SaaS support experience is preferred

Familiarity with the real estate industry is an advantage

Accounting or bookkeeping experience is a plus

Strong written communication and problem-solving skills

Ability to work efficiently under strict service-level expectations

Strong organizational and multitasking abilities

Patient, professional, and customer-focused approach when handling difficult situations

Comfortable managing support queues across multiple time zones

What We’re Looking For

• Fast responder with a strong sense of urgency

• Detail-oriented and highly organized

• Self-motivated and dependable

• Team player who enjoys solving problems and helping customers

• Comfortable working in a high-volume support environment