Customer Support Rep (Propertybase)

Job description

### Essential Responsibilities and Duties - Manage Support Cases: Address basic to intermediate inquiries from our global customer base via Salesforce Cases, actively triaging and prioritizing them based on urgency and business impact. - Provide Resolution: Proactively identify technical issues, present clear resolution options, and directly solve straightforward problems to minimize client downtime. - Knowledge Management: Leverage the internal Knowledge Base to find and apply relevant articles. Contribute to the Propertybase user guide by creating how-to videos, step-by-step instructions, and documentation for new feature launches. - Documentation & Communication: Maintain highly accurate and timely documentation across all activities. Provide consistent customer updates in accordance with SLA guidelines, and close cases with clear, concise written resolutions. - Escalation: Accurately diagnose issues to determine if they can be resolved at Level 1. Ensure seamless transitions by providing thorough, well-documented case notes when escalating complex technical issues to Level 2. - Onboarding: Facilitate initial client success by provisioning new accounts, addressing introductory inquiries, and effectively guiding users through core platform functionalities. ### Qualifications - Working knowledge of Salesforce is essential, specifically navigating records, understanding standard objects/fields, and effectively managing Cases. - Highly analytical and detail-oriented, with a proven ability to adhere to structured workflows, troubleshooting processes, and strict policy guidelines. - Exceptional written and verbal communication skills, characterized by a clear, professional, and customer-centric tone. - Tech-savvy and adaptable, with the ability to swiftly navigate SaaS platforms within a fast-paced environment. - Self-motivated and highly coachable, possessing the flexibility to execute tasks independently while also thriving within a collaborative team setting. ### Desirable Experience - Familiarity with real estate industry concepts or terminology. - Salesforce certifications (e.g., Salesforce Certified Administrator) or willingness to pursue them. ### Growth Path This role is designed as a launchpad, not a ceiling. Strong performers are expected to progress into Level 2 Support, taking on more complex, in-depth technical troubleshooting as they expand their skills and product expertise. ### Disclaimer This job description outlines the general nature and level of work expected in this role. Lone Wolf Real Estate Technologies, Inc. is an Equal Opportunity Employer and strictly prohibits unlawful discrimination on the basis of any status or condition protected by applicable federal, state, or local laws.