Customer Support Representative at Lone Wolf Technologies | Torre
Customer Support Representative
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Lone Wolf Technologies

Customer Support Representative

Lone Wolf Technologies
Emma
Emma
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Full-time

Legal agreement: Employment

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Remote (for United States residents)
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Emma of Torre.ai
 6 days ago

Responsibilities

We’re here to make real estate transactions simpler by providing a seamless digital lead-to-close experience for agents, brokers, and their clients. As the industry continues to evolve, we remain committed to supporting real estate professionals while building a diverse and inclusive workplace that celebrates individuality.As a Customer Support Representative, you will provide technical support and troubleshooting for brokerage customers using the Back Office product, primarily through email, with phone and chat as secondary channels. You will answer questions about product functionality, use accounting knowledge when needed, resolve or escalate issues, and deliver 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 channelsLog details of all support sessions and customer challenges in the ticketing systemMonitor and manage your own case workload and backlog, prioritizing and triaging as neededWork with peers to troubleshoot and resolve issues and share product knowledgeRely on interpersonal skills and product knowledge to diagnose, test, and resolve customer software challengesEfficiently answer customer questions while displaying excellent email and telephone etiquetteWork with broker accounts, applying knowledge of Lone Wolf Foundation to support account-level needsSubmit Jira tickets for identified bugs or issues and monitor their status through to resolutionFacilitate conflict resolution and escalate issues appropriatelyRecognize opportunities for improving product and customer experience based on the feedback you receiveWhat You'll Bring:Minimum 2-3 years of experience using or supporting Back Office is a plus2-3 years of experience in Customer Support preferredAccounting knowledge is idealExperience with Salesforce, Zendesk, Intercom, or a similar ticketing system preferredKnowledge of Remote Desktop is an assetChat support experience is a plusKnowledge of Lone Wolf Foundation is a plusProficient with Microsoft Office Suite or related software
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