Technical Support Engineer | ZR_28992_JOB
BruntWork.com
Hybrid
Remote
Full Time
This is a remote position.
Schedule: 9am-5pm Central Time (flexible).About the Company
Smart building technology company offering a suite of software products, AI solutions, and advisory services that integrates people, systems, and spaces for real estate, providing seamless solutions for modernized security access control, smart maintenance, enhanced people experiences, and energy management.
About the role:
We are searching for a Technical Support Specialist to join our rapidly growing team. This role will report to the VP of Engineering and will work cross functionally with our Product, Implementation, and Engineering Teams. The Technical Support Engineer is responsible for world-class client engagement, application troubleshooting and ongoing relationship building with our customers.
The right candidate will bring a customer-centric approach to support and will have an opportunity to impact our customer success strategy.
What You’ll Do
• Communicate directly to end-users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge
• Act as a subject matter expert of the Cohesion platform and maintain up-to-date product knowledge
• Troubleshoot features and integrations sufficiently to remediate configuration issues, define bugs and defects, and route issues to the appropriate engineering team
• Proactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to help improve the software platform
• Build ongoing trust and confidence with customers, advise them based on care, and act as their point of contact for any troubleshooting
• Maintain diligence and keep strong records and documentation of customer interactions
• Expand and refine our customer-facing self-help library of articles
• Follow Cohesion’s communication best practices and guidelines for customer engagement
• Respond to inbound chat, email and phone support requests
• Maintain and produce various customer-facing reporting documents
• Ongoing product testing
• Manage and refine the complete listing of customer challenges involving the product and/or engineering teams
• Communicate to the Customer Success and adjacent teams’ customer sentiment and feature feedback
• Work alongside the Product, Engineering and Implementation team to ensure our clients are getting top notch resolutions to support questions
Required Qualifications
• 3+ years of experience in software product technical support
• Strong customer service skills
• Knowledge of SQL and/or Postman
• Ability to multitask, prioritize and manage time effectively
• Customer service experience
• Strong organization skills and attention to detail
• Proficient technical skills with the ability to quickly learn and leverage new software
Desired Qualifications
• Proptech or real estate experience
• Previous experience working in a startup
• Bachelor’s Degree in a related field
Independent Contractor Perks:
- HMO Coverage for eligible locations
- Permanent work-from-home
- Immediate hiring
- Steady freelance job
ZR_28992_JOB