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Software Support Specialist

Position Summary:

We are looking for a highly motivated and customer-centric Software Support Specialist to join our team. In this role, you will provide exceptional support across a range of products, ensuring a seamless experience for our customers. The ideal candidate is a strong communicator with a passion for problem-solving and a background in customer service. Experience in accounting or real estate is a plus.

Job Responsibilities:
 

Customer Software Support & Issue Resolution:

• Provide exceptional customer software support for a variety of products via phone, chat, and email.
• Assist customers with product-related issues, troubleshooting, and inquiries, ensuring prompt and effective resolution.
• Maintain high customer satisfaction levels by resolving concerns and delivering quality support.
   

Communication:

• Collaborate with internal teams and technical support, to escalate issues and ensure timely resolution.
• Proactively manage customer expectations, providing clear and accurate information to prevent misunderstandings.
• Develop and maintain strong relationships with customers, ensuring they receive outstanding service.
   

Documentation & Reporting:

• Accurately document customer interactions, inquiries, and resolutions to ensure consistency and quality in customer support.
• Monitor customer feedback and assist in identifying areas for improvement.
   

Product Knowledge & Continuous Learning:

• Continuously stay up to date with product offerings and updates to ensure accurate and effective support.
• Share insights with the team to enhance collective product knowledge and improve service delivery.
   

Competencies:

• Self-motivated and results-driven, with a strong sense of ownership in resolving customer issues quickly and accurately. Committed to handling a high volume of tickets efficiently without sacrificing quality.
• Proactive problem-solver who approaches each customer inquiry with curiosity and determination, identifying the root cause of issues and delivering effective solutions.
• Exceptional communicator who clearly and confidently engages with customers via phone, email, and chat, ensuring they receive precise guidance.
• Customer-centric mindset that balances speed with empathy, recognizing customer needs and delivering personalized, thoughtful support.
• Skilled at multitasking and prioritization, managing multiple customer inquiries simultaneously while maintaining high service standards.
• Team player who collaborates with colleagues and internal teams to resolve issues efficiently and continuously improve the customer experience.
• Adaptable and quick learner who thrives in an evolving environment, adjusting to new processes, products, and customer expectations.

Qualifications:

• Bachelor’s degree in Business, Computer Science, Information Technology, or a related field (or equivalent work experience).
• 3+ years of relevant work experience in a customer-facing technical support role.
• Strong communication skills, both written and verbal.
• Problem solving and analytical skills, with the ability to identify issues and provide effective solutions.
• Organizational and time management skills, capable of handling multiple tasks efficiently.
• Preferred: Experience with accounting (GLs, Chart of Accounts) and/or real estate industry knowledge.