Customer Support Specialist

Dew Software, Inc.; Oklahoma City (OK); Remote; USD 40,000 - 60,000; Full time

Job summary

Dew Software, Inc. is seeking Customer Support Specialists to provide 100% digital/chat-based Tier-1 support for real estate appraisers and inspectors using the company’s property and appraisal platforms.

The role requires handling 2–3 concurrent chats, answering product questions, and documenting interactions in CRM systems. You will troubleshoot common issues from knowledge bases, elevate complex problems to Tier-2, and maintain empathetic, clear written communication.

Qualifications

• 1+ year customer service experience, preferably digital/chat-based.
• Strong written English and digital communication skills.
• Typing: minimum 50 WPM.

Responsibilities

• Provide customer support through live chat only (no phone queue).
• Handle 2–3 simultaneous conversations with quality responses.
• Assist users with software navigation, account settings, and reports.
• Troubleshoot using knowledge bases and product docs.
• Elevate advanced issues to Tier-2 support.
• Document interactions and resolutions in CRM/ticketing systems.
• Identify recurring questions and documentation gaps.
• Maintain professional, empathetic written communication.

Skills

Customer service

Digital chat

Typing 50 WPM

Knowledge base

Tools

Zendesk

Salesforce

LiveChat

ServiceNow

Job description

Interview: Virtual, 1–2 rounds

Start: ASAP / TBD

Role Summary

Client is seeking Customer Support Specialists to provide 100% digital/chat-based Tier-1 support to real estate appraisers and inspectors using Client's property and appraisal platforms.

The specialist will handle 2–3 concurrent chats, answer product/account/navigation questions, troubleshoot common issues using knowledge-base resources, document interactions in CRM/ticketing systems, and elevate complex technical issues to Tier-2 support.

Key Responsibilities

• Provide customer support through live chat only – no phone queue.
• Handle 2–3 simultaneous customer conversations while maintaining response quality.
• Assist users with software navigation, account settings, report exports and routine workflow questions.
• Troubleshoot common functional issues using internal knowledge bases and product documentation.
• Identify and elevate advanced technical issues such as database errors, sync conflicts and OS-related problems.
• Document customer interactions, issue categories, troubleshooting steps and resolutions in CRM/ticketing systems.
• Identify recurring customer questions and documentation gaps.
• Maintain professional, accurate and empathetic written communication.

Required Skills

• 1+ year customer service experience, preferably digital/chat-based or office environment.
• Strong written English, grammar and digital communication skills.
• Typing: minimum 50 WPM preferred/required for screening.
• Ability to research knowledge bases and product guides independently.
• Experience with Zendesk, Salesforce, LiveChat, ServiceNow or similar ticketing/chat platforms is a plus.
• Strong attendance, dependability and schedule adherence.