Customer Support Representative - Resware

Qualia; United States; Hybrid; USD 50,000 - 70,000; Full time

Job summary

Qualia is seeking a Customer Support Rep - Resware to support our Resware users and ensure smooth operation of our real estate software. You will help customers resolve issues, provide guidance, and collaborate with engineering and support teams to improve the product.

The role emphasizes empathetic, timely service and educating customers while handling sensitive information with care; remote-friendly with Austin base and other office locations.

Qualifications

• Direct experience in real estate, title and escrow helpful.
• 1–2 years of industry experience.
• Excellent organization and interpersonal skills.
• Excellent verbal and written communication skills.
• Strong software skills.
• Customer service/support via phone and email.
• Ability to work with end-users, management and executives.

Responsibilities

• Provide timely, highly satisfactory customer service, identify issues, and offer solutions or patches.
• Assist testing and troubleshooting and translate between customers and technical teams.
• Offer focused training on proper use of the software to address inquiries.
• Contribute to a winning, growth-focused team culture.
• Maintain productivity and quality standards.
• Safeguard sensitive customer information.

Skills

Excellent organization

Interpersonal skills

Verbal and written communication

Strong software skills

Customer service via phone and email

Ability to work with all levels of goy

Job description

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.

What You’ll Work On

As Qualia embarks on its next phase of growth, we are seeking a Customer Support Rep - Resware to help fuel our continued success and provide value to the customers of our robust, yet customizable Resware product. The Customer Support Rep - Resware will make it easier for our customers to operate our software while respecting their time and unique needs. They are obsessed with problem-solving and efficiently resolving customer issues. They are highly empathetic, they understand the stress that is inherent in the title and escrow business, and they are natural educators. They know they are our most valuable feedback mechanism for improving the product and take that job seriously.

The ideal candidate for this role recognizes that our customers are the key ingredient to our success and embraces the responsibility of assisting them with their support issues in a positive, energetic, and timely manner. While not directly responsible for technical support, our staff has a natural inclination for troubleshooting or understanding technical tools and works alongside a separate technical support team.

Responsibilities

• Provide timely and highly satisfactory customer service including identifying issues, recommending solutions, and offering workarounds, upgrades, or patch releases for problems that impact customer operations
• Assist with testing and troubleshooting issues and translate between customers and our technical support and engineering teams
• Offer focused training on proper/recommended use of the software as necessary to address customer inquiries and issues
• Contribute to a work environment that fosters pride in being a part of a winning team and promotes personal growth
• Maintain productivity and quality standards
• Be responsible for the stewardship of sensitive customer information

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

• You’ve worked directly in the real estate, title, and escrow business
• 1 to 2 years of industry experience
• Excellent organization and interpersonal skills
• Excellent verbal and written communication skills
• Strong software skills
• Customer service/support experience via phone and email
• Ability to work with all levels of customers, including end-users, management, and executives

While this role is based in Austin, Texas, we're open to exploring remote possibilities for qualified candidates. We have other physical office locations in San Francisco, California, and Concord, New Hampshire.

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

By submitting your application, you acknowledge and agree to the collection, processing, and use of your personal information as described in our Employee Data Privacy Notice.