Customer Support Specialist - Weekend Availability

Description
Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap, TouchTour and Asset Intelligence product lines allow both property owners and prospective renters to better ensure occupancy and drive revenue.
As a Customer Support Specialist, you will have the opportunity to be a part of Engrain's growth and dynamic environment. You will be working directly with the customer to provide support across all Engrain products. This position plays a key role in Engrain's growth and customer retention. You will have the opportunity to be a part of our Customer Experience teams while contributing to a growing and dynamic company culture. This position requires weekend availability with a schedule of Saturday through Wednesday or Wednesday through Sunday.
What you'll do...

• Ensure end users' software and hardware perform correctly
• Actively address customer inquiries and support issues via phone, email, and remote on-site troubleshooting.
• Be an expert across multiple departments and products to be able to understand customer's requests and promptly identify a solution.
• Provide technical support, as well as remote troubleshooting that helps resolve hardware, software, and/or network issues.
• Route tasks within the project management software and across multiple departments to ensure projects and client requests are executed efficiently and to the highest standard.
• Quality assurance of delivered work: proofread, review functionality and design, and test technology prior to confirming resolution with clients
• Track and monitor the technical issues and steps taken to resolve the issue to ensure timely resolution.
• Provide other assistance as needed in support of the company's efforts to maintain strong, long-lasting, and mutually beneficial relationships with clients.

Requirements
What you offer us...

• Exceptional written and verbal communication skills
• Ability to manage multiple applications, customers and requests
• Ability to work independently and with a team
• Ability to learn quickly and adapt to ever changing information
• Critical thinking and problem solving skills
• Time management skills
• Weekend availability
• Experience with Salesforce, Zendesk or other ticket management software is a plus

What we offer you...

• Salary Disclosure for Colorado: annual salary of $52,000 - $58,000. Final offer amount is determined by factors including years and depth of candidate's experience, certifications, and skill set alignment to the job requirements
• Various health, dental, and vision insurance plans to choose from
• Up to 12 weeks of paid parental leave
• Up to 18 days annually of PTO & 10 holidays per year
• Dog-friendly office
• 401k match up to 4 percent
• Annual reimbursement for learning & growth opportunities through our Grow450 program
• On-site amenities include a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
Salary Description
$52,000 - $58,000