TIER 2 TECHNICAL SUPPORT REPRESENTATIVE

JOB SUMMARY:

Provide Tier-2 technical support and troubleshooting to our users via telephone, email, and web-based tools. Advise customers on product functionality, features, and other support-related inquiries. Facilitate conflict resolution and/or escalation. The candidate should possess good judgment and decision-making abilities.

• Supporting clients via email, chat and telephone on our proprietary software products
• Log details of all support sessions and client challenges in our ticketing system
• Rely on your superior interpersonal skills and product knowledge to diagnose, test, and resolve client software challenges
• Efficiently answer client questions, displaying your superb email and telephone etiquette
• Recognize opportunities for improving product and client experience based on the feedback you receive

Skills & Requirements

QUALIFICATIONS:
• 1-3 years of experience in Customer Support is preferred
• Experience with Salesforce or a similar ticketing system preferred



KNOWLEDGE/SKILLS/ABILITIES:
• Excellent communication and interpersonal skills.
• Technical, analytical, and problem-solving skills.
• Retention skills with the ability to uphold our terms of service.
• Detail oriented with excellent follow-through.
• Flexible, with the ability to “wear many hats” and a strong work ethic.
• Some software familiarity and/or an interest in the field.
• Comfortable with receiving a high amount of inbound support calls.
• Answer questions about the product details, the company, and issues with account for the customers.
• Assist customers with any technical issues experienced with the website and escalate any issues to management appropriately.
• Meet Quality Assurance Requirements and other key performance metrics.

BONUS SKILLS
• Salesforce CRM familiarity
• Product/Subscription cancellation specialist
• Chat support experience
• JIRA Ticketing system familiarity
• Domain registrar skills
• Real Estate Multiple listing services familiarity

About Lone Wolf Technologies
At Lone Wolf Technologies, we believe that when we work together we can build solutions that really make a difference in our clients’ lives and in the real estate industry. This is why we have created the industry’s leading real estate software to help our clients focus on achieving their goals by providing them with a complete enterprise solution.
In the ever-changing world of real estate technology, we believe that our success comes from embracing our employees’ diverse skill sets and by developing and leveraging our client relationships.
We’ve become the largest real estate software company in North America. Our products provide our clients with a competitive advantage in today’s market and nearly 10,000 offices are utilizing our feature-rich, fully integrated windows and web-based software solutions.