Copy of Support Specialist

Revyse•Washington, DC

6h•Remote

About The Position

We are looking for a proactive and detail-oriented Support Specialist who thrives in a fast-paced, customer-focused, and data-heavy environment. In this role, your technical expertise will ensure that our customers experience maximum success across a range of product offerings - from contract management to vendor compliance. You’ll play a key role in maintaining quality and accuracy, while driving continuous improvements. This is an exciting opportunity to join us at a pivotal stage of growth and make a significant impact on our success trajectory.

Requirements

Strong technical aptitude with proven experience in software support or customer service within a fast-paced, tech-driven environment.
High degree of accuracy and precision in work.
Exceptional problem-solving skills and the ability to diagnose and resolve technical issues quickly and accurately.
Great written and verbal communication skills, capable of translating complex technical concepts into clear guidance for customers.
Experience in technical documentation and the creation of client-facing materials.
Experience with helpdesk systems and project management tools, like Notion, Zendesk, etc.
Strong organizational skills and attention to detail.
Ability to manage multiple tasks and projects simultaneously while maintaining a high level of accuracy and quality.
Entrepreneurial, generalist mindset with a willingness to roll up your sleeves and take complete ownership of initiatives in a startup environment.

Nice To Haves

Multifamily domain knowledge and exposure to the relationship between operators and suppliers.
Approximately 2+ years of experience in a relevant role.

Responsibilities

Serve as the first line of defense for all inbound support tickets across operators, vendors, and internal teams.
Review incoming requests, categorize issues accurately, assign severity levels, prioritize based on business impact, and route tickets according to internal workflows.
Own the health of the queue by ensuring tickets move efficiently, are tagged correctly, and meet SLA expectations.
Collaborate closely with Implementation and Product by identifying trends, escalating bugs, and documenting recurring issues with clear, contextual summaries.
Maintain internal incident protocols and ensure accurate classification, severity assignment, and communication as part of our maturing SLA structure.
Assist the Implementation team with critical tasks during new customer onboarding, such as reviewing AI accuracy, bulk uploading data files, manipulating spreadsheets, processing change requests, and auditing data sets.
Assist with product configuration tasks like building document templates, setting contract signature blocks, and configuring requirements.
Expand and maintain the resource library by creating clear, user-friendly documentation and process guides.
Regularly review and revise documentation to keep it up-to-date.
Tackle a variety of tasks as they arise, embracing diverse responsibilities and projects, while working independently in a remote environment.
Build strong relationships and collaborate effectively with the team.