Customer Support Representative
About Lone Wolf:
We're here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers. We've seen a lot of change over the past 30 years—but we've been here to support real estate from day one.
With the diverse landscape of the real estate industry, we want diverse talent! We want to celebrate each other's individuality and embrace our differences to enrich our commonalities and relationships throughout our organization, and we want you to be a part of that.
Job Summary:
Provide technical support and troubleshooting to our Broker customers on Lone Wolf's Back Office product, working email cases with phone and chat support as secondary channels. Advise customers on product functionality, features, and other support-related inquiries, drawing on accounting knowledge where needed. Facilitate conflict resolution and/or escalation. Successful candidates should possess a passion for serving customers and be committed to providing an exceptional customer experience.
What You'll Do:
- Support customers through email case work on Lone Wolf's Back Office product, with phone and chat as secondary support channels
- Log details of all support sessions and customer challenges in the ticketing system
- Monitor and manage your own case workload and backlog, prioritizing and triaging as needed
- Work with peers to troubleshoot and resolve issues and share product knowledge
- Rely on interpersonal skills and product knowledge to diagnose, test, and resolve customer software challenges
- Efficiently answer customer questions while displaying excellent email and telephone etiquette
- Work with broker accounts, applying knowledge of Lone Wolf Foundation to support account-level needs
- Submit Jira tickets for identified bugs or issues and monitor their status through to resolution
- Facilitate conflict resolution and escalate issues appropriately
- Recognize opportunities for improving product and customer experience based on the feedback you receive
What You'll Bring:
- Minimum 2-3 years of experience using or supporting Back Office is a plus
- 2-3 years of experience in Customer Support preferred
- Accounting knowledge is ideal
- Experience with Salesforce, Zendesk, Intercom, or a similar ticketing system preferred
- Knowledge of Remote Desktop is an asset
- Chat support experience is a plus
- Knowledge of Lone Wolf Foundation is a plus
- Proficient with Microsoft Office Suite or related software