Customer Support Specialist

Lancesoft; Oklahoma City (OK); Hybride; USD 22 000 - 31 000; Temps partiel

Avantages offerts par ce poste

Medical Insurance

Dental and Vision Insurance

401k Contributions

Critical Illness Insurance

Voluntary Permanent Life Insurance

Accident Insurance

Other Employee Perks

Résumé du poste

LanceSoft is seeking a Customer Support Specialist to join our contract team in Oklahoma City. You will provide 100% digital chat support to real estate appraisers and inspectors across the U.S. and Canada, delivering timely and courteous assistance, guiding users through software features, and logging interactions.

The role requires 1+ years in customer service, strong English writing, and the ability to multitask 2–3 chats concurrently. Onsite 1 day per week, with remote shifts otherwise.

Qualifications

• 1+ years of customer service experience in a digital, chat-based, or office environment.
• Experience with chat support platforms or ticketing systems is helpful but not required.
• Exceptional written English with polite digital etiquette and ability to explain workflow steps clearly.

Responsabilités

• Provide live chat customer engagement with empathetic, clear responses.
• Guide users through software features and account inquiries; explain steps concisely.
• Identify documentation gaps and flag for updates to self-service resources.
• Escalate deeper technical issues with necessary details to Tier-2 support.
• Log all interactions in the CRM/ticketing system for complete records.

Connaissances

Written English communication

Typing 45-50 WPM

Technical literacy

Problem solving

Dependability

Outils

Salesforce Chat

Zendesk

LiveChat

Description du poste

Title: Customer Support Specialist

Location: Oklahoma City, OK 73114

Duration: 0 –2+months

Schedule: 8am-5pm CST;Must be flexible to work any additional hours based on business needs

Pay Rate: $19.00 Hourly

Job Duties

Live Chat Customer Engagement

Deliver prompt, empathetic, and clear written responses to end-users utilizing our proprietary real estate appraisal and inspection platforms.

First-Contact Resolution & Navigation Assistance

Walk users through basic software features, user account settings, report export steps, and routine workflow questions using internal knowledge bases and product guides.

Documentation Gap Identification

Identify recurring customer inquiries or workflow topics that lack clear public-facing documentation and flag them for the technical documentation team to draft, update, or expand customer self-service resources.

Accurate Triage & Escalation

Identify issues requiring deep technical diagnosis (such as database errors, sync conflicts, or advanced operating system faults) and gather necessary details to elevate tickets seamlessly to specialized technical support teams.

Detailed Interaction Logging

Document all customer chats, issue categories, steps taken, and resolution paths within the CRM/ticketing platform to maintain complete customer records.

Qualifications

Experience

1+ years of customer service experience in a digital, chat-based, or office environment.

Prior experience using chat support platforms or ticketing systems (e.G., Salesforce Chat, Zendesk, LiveChat) is helpful but not required.

Key Skills & Competencies

Written Communication: Exceptional written English skills, including strong grammar, polite digital etiquette, and the ability to explain workflow steps in simple, natural, and concise terms.

Typing & Multitasking: Proficient typing speed (minimum 45–50+ WPM recommended) with the ability to navigate multiple browser tabs and chat sessions simultaneously.

Basic Technical Literacy: Comfortable with Windows operating systems, web browsers, mobile applications (iOS/Android), and digital searching. Deep technical or IT infrastructure background is not required.

Problem Solving & Resourcefulness: Ability to quickly navigate internal knowledge repositories, product guides, and technical reference material to formulate accurate, unscripted solutions.

Dependability: Strong work ethic, reliable attendance, and adherence to assigned shift schedules.

Role Overview

We are seeking a customer-focused, detail-oriented Customer Support Specialist (Contract) to join our team. In this role, you will serve as the initial point of contact for real estate appraisers and inspectors across the U.S. And Canada, providing real-time assistance exclusively through our online chat channels. This position focuses on delivering prompt, professional, and friendly Tier-1 support—guiding customers through standard product navigation, answering general software and account inquiries, resolving common functional questions, and escalating advanced technical challenges to our Tier-2 technical specialists.

Key Channel & Workflow Details

Channel: 100% Digital Chat Support (no inbound or outbound phone queues). Concurrency: Managing 2–3 simultaneous chat conversations while maintaining high responsiveness and customer satisfaction. Triage & Routing: Resolving common questions using internal knowledge base resources and routing complex technical or data-recovery inquiries to dedicated senior technicians.

Training & Schedule

Training: Comprehensive on-the-job training program conducted on-site (Monday –Friday, 8: 00 AM –5: 00 PM CST).

Schedule & Shifts: Our support center operates 24/7;contractors will be assigned specific shift schedules. Punctuality and shift adherence are essential.

Work Arrangement: Hybrid work arrangement available following successful completion of onboarding and meeting performance benchmarks (1 day onsite per week on Wednesdays, with remaining shifts remote). Note: Onsite requirements may adjust based on operational needs.

Breaks & Hours: One 60-minute meal break and three 15-minute rest breaks per standard full shift. Please note that overtime is not offered for this contract role.

Employee Benefits

At LanceSoft, full-time regular employees who work a minimum of 30 hours a week or more are entitled to the following benefits:

• Four options of medical Insurance
• Dental and Vision Insurance
• 401k Contributions
• Critical Illness Insurance
• Voluntary Permanent Life Insurance
• Accident Insurance
• Other Employee Perks

EEO

Employer LanceSoft is a certified Minority Business Enterprise (MBE) and an equal-opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.