Customer support role focusing on managing client inquiries and providing assistance for property management software. Engaging communication with customers through various channels.
About the role
- Customer Support Specialist providing technical support via customer portal, phone, or chat. Troubleshooting and delivering solutions for end users and system administrators while mentoring associates.
Responsibilities
- Effectively troubleshoot and resolve customer issues by identifying root causes, test solutions, and help customers implement fixes
- Consistently perform timely support case intake and follow up to meet customer service level agreements (SLAs) and team key performance indicators (KPIs)
- Document and manage support communications using internal tools, email, phone, and chat
- Provide product and support training and assistance to team members and other Northwoods staff
- Provide product training to users to facilitate product usage
- Demonstrate a friendly and casual rapport when interacting with customers
- Properly escalate unresolved issues and requests to other departments for assistance resolving (product development, account management, sales, etc.)
- Write and review knowledge base articles and update internal systems with knowledge
- Promote and intentionally work to foster an environment and culture of inclusion and equity
- Availability to flex work time for infrequent support related activities that may occur outside of typical business hours
- Other job-related duties as assigned
Requirements
- Associate degree in Information Technology, Computer Science, Business, or a related field; or an equivalent combination of education and practical experience.
- 1–3 years of experience in customer support, technical support, or a help desk environment.
- Experience troubleshooting software, basic networking, and/or mobile/desktop applications.
- Experience working with ticketing systems, CRM platforms, or similar support tools.
- Prior experience creating or maintaining knowledge base articles, user guides, or internal documentation preferred.
- Experience supporting customers via phone, email, and chat in a service-focused environment.
- Experience providing training, product guidance, or customer onboarding is a plus.
- Experience with Hyland Software’s OnBase software is a plus
Benefits
- Medical (includes H.S.A. option with employer contribution)
- dental, and vision insurance
- Short- and long-term disability
- Company paid basic life insurance
- 401(k) with 4% company match and immediate vesting
- Free financial education and consultation
- Wellness program that helps you earn lower premiums
- Robust EAP program that includes free therapy sessions, lifestyle coaching, legal/ID theft services, and more
- 12 weeks fully paid parental leave
- Up to $5,000 adoption fee reimbursement
- $500 wellness reimbursement after 60 days of employment
- Generous PTO policy and 10 company paid holidays
- Company paid cell phone plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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