Technical Support Engineer - (ZR_21983_JOB)

This is a remote position.

• Total hours: 40 hours per week or 8 hours per day
  
• Monday - Friday
  
• 8:00 AM - 5:00 PM Chicago, IL time 
  
• With 1 hour unpaid break in between
  

 Communicate directly to end-users by fielding inbound questions and/or challenges and advise on a resolution based on thorough product knowledge
 Act as a subject matter expert of the platform and maintain up-to-date product knowledge
 Troubleshoot features and integrations sufficiently to remediate configuration issues, define bugs and defects, and route issues to the appropriate engineering team
 Proactively identify patterns and trends in customer inquiries, reporting and escalating recurring issues to help improve the software platform
 Build ongoing trust and confidence with customers, advise them based on care, and act as their point of contact for any troubleshooting
 Maintain diligence and keep strong records and documentation of customer interactions
 Expand and refine our customer-facing self-help library of articles
 Follow Cohesion’s communication best practices and guidelines for customer engagement
 Respond to inbound chat, email and phone support requests
 Maintain and produce various customer-facing reporting documents
 Ongoing product testing
 Manage and refine the complete listing of customer challenges involving the product and/or engineering teams
 Communicate to the Customer Success and adjacent teams’ customer sentiment and feature feedback
 Work alongside the Product, Engineering and Implementation team to ensure our clients are getting top notch resolutions to support questions

Requirements

 3+ years of experience in software product technical support
 Strong customer service skills
 Knowledge of SQL and/or Postman
 Ability to multitask, prioritize and manage time effectively
 Customer service experience
 Strong organization skills and attention to detail
 Proficient technical skills with the ability to quickly learn and leverage new software

Desired Qualifications
 Proptech or real estate experience
 Previous experience working in a startup
 Bachelor’s Degree in a related field


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Independent Contractor Perks

• HMO Coverage for eligible locations
  
• Permanent work from home
  
• Immediate hiring
  
• Steady freelance job
  

ZR_21983_JOB

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