Technical Support Specialist

WITCO•Dallas, TX

2d•Hybrid

About The Position

We are seeking a customer centric, technical guru to join our Client Support Team. As a Technical Support Specialist, you will use your technical chops and customer support skills help to our customers who are using our real estate platform to manage and grow their real estate business. In this role, you will deliver a consultative support experience through creative, technical problem solving and a deep knowledge of how our platform works and how it can be applied to solve a multitude of business problems.

Requirements

Customer Support Experience: Minimum 2 years of experience, preferably in a customer support or related role.
Communication Skills: Strong verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical audiences.
Active listener with a customer-focused mindset.
Customer Service Excellence: Demonstrated commitment to delivering exceptional customer service and a genuine passion for helping people.
Advanced interpersonal skills with the ability to build rapport quickly.
Performance in Fast-Paced Environments: Proven ability to thrive in a high-volume, fast-paced environment with demanding, results-driven customers.
Organization & Time Management: Excellent organizational skills and attention to detail.
Strong time management skills with a track record of meeting deadlines.
Technical Aptitude: Technically inclined, with the ability to quickly learn and navigate tools such as HubSpot, and internal product suites.

Nice To Haves

Willingness to learn new technical concepts, including DNS and MX records (preferred but not required).
Familiarity with real estate is a plus, but not required.

Responsibilities

Answers inbound and places outbound calls with the goal of increasing business success, customer satisfaction, and customer retention.
Responds timely to customer questions, explains available services, corrects errors, provides information on pricing, troubleshoots and researches issues
Takes care of 1st and some 2nd level customer inquiries and problems and escalates issues to advanced customer support engineers as appropriate
Requires extensive knowledge to navigate company’s systems and extensive knowledge of company, services, and products
Logs customer notes and actions taken to resolve tickets into Hubspot
Meets daily call and ticket resolution goals as assigned
A combination of 16 calls answered and emails tickets resolved per day
85% of daily time is logged under Online or On-call
Maintain customer satisfaction score of 90% or higher