Customer Support Specialist

Dew Software; Oklahoma City (OK); Hybrid; USD 38,000 - 54,000; Full time

Job summary

Dew Software, Inc. seeks an Associate, Technical Services (Customer Support Specialist) to deliver Tier-1 support via live chat for real estate appraisers and inspectors across the United States and Canada.

The role emphasizes concise written communication, basic technical knowledge, and the ability to multitask while delivering prompt, professional service. Training is onsite Monday–Friday, 8:00 AM–5:00 PM CST.

Qualifications

• 1+ year of customer service or related office role.
• Strong written English communication and digital etiquette.
• Able to explain technical information clearly and concisely.
• Typing speed 45–50+ wpm recommended.
• Strong problem-solving and information-gathering skills.
• Excellent attention to detail and documentation practices.
• Dependable attendance and ability to follow shifts.

Responsibilities

• Provide live chat support and professional assistance without phone queues.
• Guide users through software navigation, account settings, and standard workflows.
• Troubleshoot routine software and account issues using internal resources.
• Manage 2–3 chat conversations simultaneously with quality and accuracy.
• Identify complex issues and escalate to Tier-2 technical specialists.
• Contribute to knowledge base improvements and self-service resources.
• Document customer interactions and resolutions in the ticketing system.

Skills

Written English

Typing 45–50 wpm

Multitasking

Problem solving

Attention to detail

Tools

Salesforce

Zendesk

LiveChat

Job description

Training Schedule: Monday–Friday, 8:00 AM–5:00 PM CST, onsite

Work Location: Onsite during training; thereafter, 1 day onsite per week (Wednesday) and remaining shifts remote, subject to operational requirements.

Job Overview

We are seeking a customer-focused, detail-oriented Associate, Technical Services (Customer Support Specialist) to provide Tier-1 customer support to real estate appraisers and inspectors across the United States and Canada. This role focuses exclusively on digital chat support, assisting customers with general software questions, account inquiries, product navigation, and routine workflow issues.

The ideal candidate has strong written communication skills, basic technical knowledge, excellent multitasking abilities, and a commitment to delivering prompt, professional customer service. The specialist will resolve common issues using internal knowledge bases and product documentation while escalating complex technical problems to the appropriate support teams.

Key Responsibilities

• Live Chat Support: Provide timely, professional, and customer-friendly assistance through online chat channels without handling inbound or outbound phone queues.
• Customer Assistance: Guide users through software navigation, account settings, report exports, and standard product workflows.
• Issue Resolution: Troubleshoot routine software and account-related issues using internal knowledge bases, product guides, and available resources.
• Multitasking: Manage 2–3 simultaneous chat conversations while maintaining response quality, accuracy, and customer satisfaction.
• Technical Triage and Escalation: Identify complex issues, including database errors, synchronization conflicts, and advanced operating system problems, and escalation them to Tier-2 technical specialists.
• Knowledge Base Support: Identify recurring customer questions and documentation gaps, and communicate opportunities to improve self-service resources.
• Ticket Documentation: Maintain accurate records of customer interactions, issue categories, troubleshooting steps, escalations, and resolutions in the CRM or ticketing system.
• Policy and Schedule Compliance: Follow established support procedures, assigned shifts, quality standards, and attendance requirements.

Required Qualifications

• At least 1 year of experience in customer service, customer support, or a related office‑based role.
• Strong written English communication skills, including grammar, spelling, and professional digital etiquette.
• Ability to explain technical or procedural information clearly and concisely.
• Recommended typing speed of 45–50+ words per minute.
• Strong problem‑solving, research, and information‑gathering skills.
• Excellent attention to detail, organizational skills, and accurate documentation practices.
• Dependable attendance and the ability to adhere to assigned shift schedules.

Preferred Qualifications

• Experience with digital chat support or customer service platforms.
• Familiarity with CRM and ticketing tools such as Salesforce, Zendesk, or LiveChat.
• Experience supporting software applications, account‑related inquiries, or online product workflows.
• Ability to use knowledge bases and technical documentation to troubleshoot common customer issues.

Work Schedule and Conditions

• Training: Onsite, Monday–Friday, 8:00 AM–5:00 PM CST.
• Shift Assignment: The support center operates 24/7; assigned shifts may vary based on business needs.
• Hybrid Arrangement: Following successful onboarding and performance qualification, work remotely except for the required onsite day, currently Wednesday.
• Breaks: One 60‑minute meal break and three 15‑minute rest breaks per standard full shift.
• Overtime: Not offered for this contract position.
• Flexibility: Onsite requirements and assigned shifts may change according to operational needs.