Product Support Agent I

SUMMARY

If you’re passionate about being helpful, and supportive, focusing on customers, and having fun then we have the perfect opportunity for you. You will have the opportunity to represent our company by speaking directly with our rapidly growing base of happy customers. You will be educating, problem-solving, and most importantly delivering memorable and meaningful experiences while helping our small business customers realize the full potential of our platform.

You will become an expert in mission-critical property management software and technical support. With a strong focus on accounting and all aspects of property management workflows, you will be on the front lines delighting customers daily. We will prepare you better than any other customer service position you have ever had with clear goals and expectations, and room to grow. We take customer service seriously and it is what separates us from everyone else.

PRIMARY RESPONSIBILITIES

Responsibilities include, but not limited to:

• Become a product and customer expert. Acquire a deep understanding of what our products do, how our customers use them and share your knowledge.
• Support and consult with our customers through phone, ticket, and chat conversations for a variety of subjects related to the Buildium web application, mobile applications, and all related services.
• Advise our small business customers on how to fully realize the value of our mission-critical application and services.
• Help resolve all product related questions for the customer efficiently, effectively and with great passion.
• Manage customer expectations regarding estimated response times for issue resolution.
• Collaborate with the Customer Care team to properly manage customer inquiries and escalate when appropriate.
• Partner with team members across the organization on various strategic projects when needed.
• Participate in Voice of the Customer (VOC) programs that result in greater empathy for our customers across the organization and continuous product and service improvements.
• Participate in regular training, learning and growth opportunities.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• College degree highly preferred (Undergraduate may also apply at least 2nd year college)
• With 2 years’ experience in BPO/Call Center set up (Combination of Customer Service and Technical Support)
• With Accounting background preferred, but not required
• With experience in handling an Accounting Software preferred, but not required
• Superb Communication Skills
• Must have excellent customer service skills
• Technical Knowledge: Basic understanding of Windows; Basic Web skills; Basic understanding of Google Apps; Comfortable with CRM systems preferred
• Must have the ability to multi-task in a fast-paced environment
• Must have strong active listening skills
• Exceptional analytical and problem-solving skills
• Must be willing to work in a fixed night shift schedule
• Must be flexible in terms of work arrangement (Work On Site, Home and Hybrid)

• High School or better

• Customer Service
• Critical Thinking
• Accounting