Customer Support Representative

Canada·TorontoRemoteFull-timemid

OtherCustomer Support Representative

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Quick Summary

Overview

We're here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers.

Technical Tools

OtherCustomer Support Representative

We're here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers. We've seen a lot of change over the past 30 years—but we've been here to support real estate from day one.
With the diverse landscape of the real estate industry, we want diverse talent! We want to celebrate each other's individuality and embrace our differences to enrich our commonalities and relationships throughout our organization, and we want you to be a part of that.

Provide technical support and troubleshooting to our Broker customers on Lone Wolf's Back Office product, working email cases with phone and chat support as secondary channels. Advise customers on product functionality, features, and other support-related inquiries, drawing on accounting knowledge where needed. Facilitate conflict resolution and/or escalation. Successful candidates should possess a passion for serving customers and be committed to providing an exceptional customer experience.

Support customers through email case work on Lone Wolf's Back Office product, with phone and chat as secondary support channels

Log details of all support sessions and customer challenges in the ticketing system

Monitor and manage your own case workload and backlog, prioritizing and triaging as needed

Work with peers to troubleshoot and resolve issues and share product knowledge

Rely on interpersonal skills and product knowledge to diagnose, test, and resolve customer software challenges

Efficiently answer customer questions while displaying excellent email and telephone etiquette

Work with broker accounts, applying knowledge of Lone Wolf Foundation to support account-level needs

Submit Jira tickets for identified bugs or issues and monitor their status through to resolution

Facilitate conflict resolution and escalate issues appropriately

Recognize opportunities for improving product and customer experience based on the feedback you receive

Minimum 2-3 years of experience using or supporting Back Office is a plus

2-3 years of experience in Customer Support preferred

Accounting knowledge is ideal

Experience with Salesforce, Zendesk, Intercom, or a similar ticketing system preferred

Knowledge of Remote Desktop is an asset

Chat support experience is a plus

Knowledge of Lone Wolf Foundation is a plus

Proficient with Microsoft Office Suite or related software

Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.
Lone Wolf Real Estate Technologies, Inc. is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.