Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues.
Develop deep subject matter expertise in core technologies and multiple specialized technology areas.
Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates.
Educate customers on software functionalities, best practices, and product updates, while offering proactive solutions.
Identify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams.
Act as a resource for junior support engineers, providing guidance and mentorship.
Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives.
Assist with special projects and other duties as assigned.
Analyze and troubleshoot complex technical issues related to software functionality and system performance.
Communicate effectively with customers and internal teams, ensuring clarity and professionalism in all interactions.
Maintain accurate and detailed records of customer interactions, troubleshooting steps, and resolution paths.
Adhere to established support protocols, while identifying opportunities for process improvements.
Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.
Maintain professional interaction with internal and external stakeholders
Ability to work in a fast-paced and high-stress environment.
Strong technical, analytical, and problem-solving skills in a high-pressure, multi-platform environment.
Excellent written and verbal communication skills with the ability to document and articulate issues effectively.
Ability to adapt quickly to changing priorities and customer needs while demonstrating initiative.
Proven ability to mentor and assist junior support engineers
Strong attention to detail and commitment to providing an exceptional customer experience.
Associate's degree or equivalent work experience.
Minimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers.
Experience with property management software or related industry experience is a plus.
Familiarity with knowledge base systems and documentation best practices is preferred.
AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.
Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.
Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.
Lead day-to-day customer support by handling complex customer issues, coaching teammates, tracking service quality, and improving support processes across the Customer Success team.
Acts as the Customer Service Manager’s second-in-charge, guiding the support team, resolving complex customer issues, coordinating daily operations, and improving service workflows and standards.
Lead day-to-day customer support by guiding the team, resolving complex customer issues, monitoring service quality, and improving support processes, training, and workflows.
Provide empathetic phone, chat, and email support to clients, resolve complex benefits and service issues, identify emerging trends, and help improve support processes and team onboarding.
Own the support knowledge foundation for specialists and AI, keeping articles accurate through weekly product releases and using ticket, search, and agent data to prioritize improvements.
