Client Support Representative
Provide technical support via phone, email, and chat for Built's real estate finance platform. Troubleshoot issues, log tickets, and advocate for customers while meeting performance metrics.
About the job
What You'll Do
- Provide timely, effective support via phone, email, and chat, troubleshooting technical issues and clearly communicating solutions.
- Escalate complex issues to senior team members as needed.
- Collect data using monitoring and support tools to identify root causes and drive resolutions.
- Log and categorize incidents in a ticketing system to extract valuable customer and product insights.
- Document resolutions and contribute to improving internal and customer-facing knowledge bases.
- Continuously expand your understanding of Built's products, services, and tools.
- Advocate for customers and provide insights to enhance their experience.
- Maintain professionalism and confidentiality in all customer interactions.
- Meet performance metrics, including response time and customer satisfaction.
- Collaborate with the team to streamline support processes and raise standards.
Ideal Profile & What You'll Bring
- 2+ years of experience in technical support, help desk, or customer service, preferably in software or financial services.
- A great listener and problem solver with a strong customer service mindset.
- Strong problem-solving skills and a customer-first approach.
- Exceptional communication skills, able to explain technical concepts to non-technical users.
- A team player with a positive attitude and respect for colleagues.
- A quick learner eager to master technical systems and new tools.
- A dependable, process-driven individual who can improve and follow procedures.
- Familiarity with customer support tools (e.g., Salesforce, Zendesk), Jira, and Google Suite is a plus.
Compensation & Benefits
- Salary range: $45,000 - $65,000 USD per year.
- Equity in the form of stock options.
- Top-notch medical, dental and vision coverage.
- Unlimited PTO policy.
- 401k with match and expedited vesting.
- Learning Grant program to support ongoing professional development.
Skills
Salesforce, Zendesk, Jira, Google Workspace, Ticketing Systems, Phone Support, Email Support, Chat Support, Troubleshooting, Customer Service
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