Customer Support Specialist

• Actively address customer inquiries updates and support issues via phone email and remote virtual meetings.
• Serve as an expert across multiple products to promptly identify solutions for customer requests routing tasks within project management software and across departments to ensure efficient and high-quality project execution.
• Provide technical support as well as remote troubleshooting that helps resolve hardware software and/or network issues.
• Ensure end users' software and hardware are performing and continue to perform correctly.
• 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.

• Foundational skills
  • Exceptional written and verbal communication skills: explain complex technical issues in a clear concise and easy-to-understand way. This includes strong written and verbal communication for interacting with customers via phone and email.
  • Time management and organization skills: prioritize and manage your time effectively to ensure prompt resolution.
  • Critical thinking and problem solving skills: analyze the customer's issue ask the right questions and think through a solution. This involves both technical troubleshooting and a general knack for figuring things out.
  • Customer empathy: remain patient with a positive attitude and focus on providing a helpful supportive experience. Seek to understand and acknowledge the customer's frustration.
• Technical skills
  • Technical troubleshooting: diagnose and resolve a wide range of issues including hardware software and network problems.
  • Product knowledge: become an expert on all of the company's products to effectively guide customers and identify solutions.
  • Familiarity with support software: proficiency with customer relationship management (CRM) and ticket management systems like Salesforce or Zendesk is a significant plus.
  • Quality assurance: test and review a solution before confirming it with a client. This includes proofreading checking functionality and ensuring the final result is up to standard.
  • Generative Al: Al assistants and automation platforms to enhance personal and team productivity. Comfortable with supervising Al-generated outputs ensuring accuracy in reports communications and logistical planning
• Interpersonal skills
  • Adaptability: can learn new information quickly and adjust with new information. The tech landscape and product information can change quickly.
  • Teamwork: can work independently you will also need to collaborate with other departments routing tasks and working together to ensure a smooth resolution for the customer.

• Salary Disclosure for Colorado: base salary of $57000 - $60000. Final offer amount is determined by factors including years and depth of candidate's experience certifications and skill set alignment to the job requirements
• 100% coverage of employee's health dental and vision insurance with basic plan
• Up to 12 weeks of paid parental leave
• Up to 18 days annually of PTO & 10 holidays per year
• Dog-friendly office
• 401(k) match up to 4 percent
• Annual stipend for personal growth through our Grow475 program
• On-site amenities including a professional fitness center flexible & modern workspace coffee bar happy hour taps & team member lounge

What We Do

Engrain’s mission is to fundamentally transform the way people find lease and manage property. A recognized leader in next-generation touring technology and map-based data visualization software Engrain’s advanced integrations and technical flexibility offer solutions for any real-estate technology stack.

Why Work With Us

Imagine a company that offers more than just a desk & a place to work. Our success is built upon a team of talented individuals working collaboratively in a refreshingly friendly environment. Open workspaces a casual dress code & resources dedicated to supporting employee's overall happiness & professional development.

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