Customer Support Representative

Lone-Wolf-Technologies; Toronto; On-site; CAD 55,000 - 60,000; Full time

Job summary

Lone Wolf Real Estate Technologies, Inc. is seeking a technical support specialist to assist Broker customers with the Back Office product. You will handle email cases with phone and chat as secondary channels, advising on product functionality and related inquiries.

Responsibilities include logging interactions, prioritizing workload, collaborating with peers to resolve issues, and escalating when necessary, all while providing an exceptional customer experience.

Qualifications

• 2-3 years of experience in customer support
• Experience with Back Office is a plus
• Proficiency with Microsoft Office Suite or related software

Responsibilities

• Provide technical support and troubleshoot for Broker customers on Back Office product
• Log details of support sessions in the ticketing system
• Monitor and manage own case workload, triaging as needed
• Troubleshoot with peers and share product knowledge
• Escalate issues when needed and facilitate resolution

Skills

Customer support

Ticketing systems

Microsoft Office

Tools

Salesforce

Zendesk

Intercom

Job description

About Lone Wolf:We're here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers. We've seen a lot of change over the past 30 years—but we've been here to support real estate from day one.With the diverse landscape of the real estate industry, we want diverse talent! We want to celebrate each other's individuality and embrace our differences to enrich our commonalities and relationships throughout our organization, and we want you to be a part of that.

Job Summary

Provide technical support and troubleshooting to our Broker customers on Lone Wolf's Back Office product, working email cases with phone and chat support as secondary channels. Advise customers on product functionality, features, and other support-related inquiries, drawing on accounting knowledge where needed. Facilitate conflict resolution and/or escalation. Successful candidates should possess a passion for serving customers and be committed to providing an exceptional customer experience.

What You'll Do

• Support customers through email case work on Lone Wolf's Back Office product, with phone and chat as secondary support channels
• Log details of all support sessions and customer challenges in the ticketing system
• Monitor and manage your own case workload and backlog, prioritizing and triaging as needed
• Work with peers to troubleshoot and resolve issues and share product knowledge
• Rely on interpersonal skills and product knowledge to diagnose, test, and resolve customer software challenges
• Efficiently answer customer questions while displaying excellent email and telephone etiquette
• Work with broker accounts, applying knowledge of Lone Wolf Foundation to support account-level needs
• Submit Jira tickets for identified bugs or issues and monitor their status through to resolution
• Facilitate conflict resolution and escalate issues appropriately
• Recognize opportunities for improving product and customer experience based on the feedback you receive

What You'll Bring

• Minimum 2-3 years of experience using or supporting Back Office is a plus
• 2-3 years of experience in Customer Support preferred
• Accounting knowledge is ideal
• Experience with Salesforce, Zendesk, Intercom, or a similar ticketing system preferred
• Knowledge of Remote Desktop is an asset
• Chat support experience is a plus
• Knowledge of Lone Wolf Foundation is a plus
• Proficient with Microsoft Office Suite or related software

$55,000 - $60,000 a year

Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.
Lone Wolf Real Estate Technologies, Inc. is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.