Remote Technical Support Specialist (Proptech Platform)

CohesionIB, Inc.; Chicago, Northern (IL, KY); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Remote work up to 4 weeks annually

Hybrid work environment in Chicago HQ

Wellness benefits

Cell phone reimbursement

Job summary

Cohesion is hiring a Technical Support Staff to join our growing team in Chicago. You own client support for the Cohesion platform, troubleshoot the application, and build lasting relationships with customers using a customer-first approach.

You will work with Product, Implementation, and Engineering to resolve issues, document solutions, and expand our self-help resources. This role reports to the VP of Engineering and requires strong technical skills and a proactive mindset.

Qualifications

• 3+ years of experience in software product technical support.
• Knowledge of SQL and/or Postman.
• Experience using Claude, ChatGPT, or other LLM tools in a professional setting.
• Ability to multitask, prioritize, and manage time effectively.
• Strong organization skills and attention to detail.
• Proficient technical skills, with the ability to quickly learn new software.

Responsibilities

• Communicate directly with end-users, field inbound questions and challenges, and advise on resolutions grounded in thorough product knowledge.
• Respond to inbound chat, email, and phone support requests.
• Build trust and confidence with customers, advise them with care, and act as their point of contact for troubleshooting.
• Follow Cohesion's communication guidelines for customer engagement.
• Act as a subject-matter expert on the Cohesion platform and keep your product knowledge current.
• Troubleshoot features and integrations to remediate configuration issues, define bugs and defects, and route issues to the right engineering team.
• Spot patterns and trends in customer inquiries, and report and escalation recurring issues to improve the platform.
• Manage and refine the full list of customer challenges that involve the product and engineering teams.
• Use Claude, ChatGPT, or other LLM tools to accelerate troubleshooting, draft customer communications, and improve support workflows.
• Test the product on an ongoing basis.
• Keep strong records and documentation of every customer interaction.
• Expand and refine our customer-facing self-help library.
• Produce and maintain customer-facing reporting documents.
• Share customer sentiment and feature feedback with Customer Success and adjacent teams.
• Work with Product, Engineering, and Implementation to get customers strong resolutions to their support questions.

Skills

3+ years experience

SQL

Postman

Claude

ChatGPT

multitasking

organization

learning new software

Education

Bachelor's degree

Tools

SQL

Postman

Job description

Cohesion is hiring a Technical Support Staff to join our growing team in Chicago. You own client support for the Cohesion platform, troubleshoot the application, and build lasting relationships with customers using a customer-first approach.

You will work with Product, Implementation, and Engineering to resolve issues, document solutions, and expand our self-help resources. This role reports to the VP of Engineering and requires strong technical skills and a proactive mindset.