Customer Support Specialist

As a Customer Support Specialist, you will play a vital role in delivering a world-class customer experience to our global client base and act as a key resource for platform expertise internally. We pride ourselves in providing timely, professional and courteous support to the users of our platform. We take a hands-on, proactive approach to customer service and this role is central to carrying out that mission. You will be interacting with users from all levels of the industry, ranging from administrative users to top asset managers at some of the largest Commercial Real Estate firms in the world. Your days will include a great deal of inter-team collaboration, a variety of new and challenging situations, and plenty of opportunities to help drive the growth of our team and organization. To thrive in this role, you should share our passion for technology, with an aptitude for making sense of complex tech. Strong interpersonal skills with an emphasis on teamwork, strong communication skills and comfortable working and making decisions independently, ownership, initiative, and integrity are a must for us. We need someone with high energy who grows in a fast-paced, scaling company environment, with the flexibility to take on competing priorities.

Here’s what you can expect as a Customer Support Specialist:

● Be the first point of contact for our customers, providing friendly and efficient support.

● Help our clients be the best at what they do by explaining the platform functionality and tools available to them.

● Investigate and troubleshoot internal and customer reported issues.

● Log defects and provide follow ups to the clients.

● Work with other teams to ensure a consistent client experience.

● Support our clients from the hours of 9am-6pm GMT or 9am-6pm EST

What Makes You a Great Fit?

● Proven excellence in a customer service position, ideally within the SaaS industry

● Strong oral and written communication skills, with the ability to communicate technical concepts in simple, accessible language

● Very strong analytical thinker

● Maintains composure under pressure

● Fast learner with a strong technical acumen

● Excels independently and in a team environment

● Experience with a ticketing system, such as Zendesk, Zoho Desk, Intercom etc.

● Nice to have: Experience with Jira, Looker

What we Value & How We Show It

● Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs available to all employees!

● Move as One - We work in an open floor plan to promote cross-functional collaboration.

● Take Ownership - Be an owner of the company you’re building with our equity packages. ● Appreciate the Difference - we embrace and celebrate diversity. We understand the importance of a strong work-life balance. We offer a flexible PTO policy, insurance and more.