Customer Support Specialist
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Base pay range
Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap, TouchTour, and Asset Intelligence product lines allow both property owners and prospective renters to better ensure occupancy and drive revenue.
As a Customer Support Specialist, you will have the opportunity to be a part of Engrain’s growth and dynamic environment. You will be working directly with the customer to provide support across all Engrain products. This position plays a key role in Engrain’s growth and customer retention. You will have the opportunity to be a part of our Customer Experience teams while contributing to a growing and dynamic company culture.
What You’ll Do...
- Ensure end users’ software and hardware perform correctly
- Actively address customer inquiries and support issues via phone, email, and remote on-site troubleshooting.
- Be an expert across multiple departments and products to be able to understand customer’s requests and promptly identify a solution.
- Provide technical support, as well as remote troubleshooting that helps resolve hardware, software, and/or network issues.
- Route tasks within the project management software and across multiple departments to ensure projects and client requests are executed efficiently and to the highest standard.
- Quality assurance of delivered work: proofread, review functionality and design, and test technology prior to confirming resolution with clients
- Track and monitor the technical issues and steps taken to resolve the issue to ensure timely resolution.
- Provide other assistance as needed in support of the company’s efforts to maintain strong, long-lasting, and mutually beneficial relationships with clients.
What you offer us...
- Exceptional written and verbal communication skills
- Ability to manage multiple applications, customers, and requests
- Ability to work independently and with a team
- Ability to learn quickly and adapt to ever-changing information
- Critical thinking and problem-solving skills
- Time management skills
- Experience with Salesforce, Zendesk, or other ticket management software is a plus
- Salary Disclosure for Colorado: minimum base salary of $52,000 to $58,000. Final offer amount is determined by factors including years and depth of candidate’s experience, certifications, and skill set alignment to the job requirements
- Various health, dental, and vision insurance plans to choose from
- Up to 12 weeks of paid parental leave
- Up to 18 days annually of PTO & 10 holidays per year
- Dog-friendly office
- 401k match up to 4 percent
- Annual reimbursement for learning & growth opportunities through our Grow450 program
- On-site amenities include a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge
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Seniority level
Entry level -
Employment type
Full-time -
Job function
Other -
Industries
Software Development
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