Austin-Based Front-Line Support Specialist

boomsupersonic.com; Austin (TX); Vor Ort; USD 42.000 - 64.000; Vollzeit

Benefits dieser Stelle

In-office role in Austin

Learning & growth opportunities

Zusammenfassung

Boom Supersonic in Austin, TX is hiring a fast, organized Customer Support Associate for in-office support. You’ll be on the front line helping rental applicants, renters, and property managers, solving problems live over the phone and screen shares.

This early-career role emphasizes ownership, quick learning, and cross-team collaboration. You’ll log issues in Jira, help improve the help center, and work with an offshore team in the Philippines as needed.

Qualifikationen

• 0–2 years of customer support experience.
• Comfortable on the phone with consumers and business customers.
• Technically minded and able to troubleshoot live, including screen sharing.
• Fast, organized, and able to manage a high volume of conversations.
• Strong written communication for chat, email, and tickets.
• Familiar with support tools like Intercom, Zendesk, or Jira (plus).

Aufgaben

• Phone-first support: Handle inbound and outbound calls with applicants, renters, and property managers, resolving questions about applications, screening decisions, payments, and account access.
• Live troubleshooting: Diagnose product issues in real time and walk users through BoomScreen, BoomReport, the Boom App, and the Boom Platform.
• Multi-channel coverage: Respond to chat and email tickets quickly and accurately, hitting our targets for first-response time and time-to-resolution.
• Consumer and B2B support: Adjust approach for each audience, whether it's a first-time renter or a leasing deadline.
• Escalations: Document issues clearly in Jira with detail for Product and Engineering to reproduce and fix.
• Organization and follow-up: Track and move a high volume of conversations, closing the loop.
• Voice of the customer: Spot recurring issues and share them with the team to improve the product and help center articles.
• Team partnership: Work with the broader support team and offshore operations in the Philippines.

Kenntnisse

Customer support

Phone support

Troubleshooting

Communication

Tools

Intercom

Zendesk

Jira

Jobbeschreibung

Boom Supersonic in Austin, TX is hiring a fast, organized Customer Support Associate for in-office support. You’ll be on the front line helping rental applicants, renters, and property managers, solving problems live over the phone and screen shares.

This early-career role emphasizes ownership, quick learning, and cross-team collaboration. You’ll log issues in Jira, help improve the help center, and work with an offshore team in the Philippines as needed.