Customer Support Representative

About Lone Wolf:
Were here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents brokers and their consumers. Weve seen a lot of change over the past 30 yearsbut weve 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 others 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 Wolfs 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 Youll Do:

Support customers through email case work on Lone Wolfs 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 Youll 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

$55000 - $60000 a year

Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.
Lone Wolf Real Estate Technologies Inc. is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal state or local municipal law.

Required Experience:

Unclear Seniority