Customer Support Representative

ClosingLock•Austin, TX

97d•Onsite

About The Position

We are seeking a driven and enthusiastic Customer Support Representative to join our expanding team. In this role, you will provide a consistently great customer experience and serve as a customer advocate. You will play a key role in ensuring customer satisfaction by effectively troubleshooting issues, answering questions, and resolving concerns. This position will report to the Customer Support Team Lead and will play an integral role in developing a new, growing team.

Requirements

Minimum 2 years of experience in customer or technical support
Excellent written and verbal communication skills
Strong interpersonal skills, with the ability to build rapport with customers
Excellent problem-solving and analytical skills
Ability to prioritize tasks and manage multiple inquiries effectively
Experience with ticketing in Salesforce, Intercom, or similar CRM
A positive and proactive attitude with a commitment to exceeding customer expectations
Comfortable with learning new technologies, like basic html

Responsibilities

Provide front-line support by responding to internal and external questions within agreed SLAs.
Resolve time-sensitive inquiries related to home closings with empathy and attention to detail
Take ownership of customer issues and communicate updates and resolutions.
Help customers gain value from our software by understanding their needs and successfully resolving inquiries.
Show customers we care by creating a consistent customer experience.
Identify solutions for inquiries over phone, email and live chat.
Collaborate with development and product to resolve escalated issues.
Deliver customer feedback and requests to product.
Contribute to internal and external documentation
Assist with updating customer documents to include basic HTML and templating (training provided)