Support Specialist

The  Customer Support Specialist will serve as the first point of contact for incoming questions or concerns about our web-based app. Our goal is to make a personal connection with everyone that reaches out to the Remine team while getting them the help they need in a quick, professional and friendly manner. The Customer Support Specialist also serves as the voice of the customer: recognizing, interpreting and internally communicating the trends in customer feedback (including their successes and pain points) which are so critical to us as a business.   In order to solve problems, find workarounds and effectively understand customer feedback, our Customer Support team possesses both an in-depth knowledge of our products as well as a solid understanding of our customer base. Cross-departmental communication and collaboration is key here, and in this role you’ll thrive in a fast-paced, challenging environment, knowing you are making a difference not only in the lives of the individuals that make up our customer base, but in the future success of our company as well.   Core Duties & Responsibilities: Troubleshooting: Resolve issues related to logins, data, platform performance and tool malfunctions Contribute towards the development of a strong team environment by upholding high work standards.   User Training and Product Knowledge: Guide users on how to use all of Remine’s platforms and maintain expert-level knowledge of Remine’s features. Escalation and Documentation: Research and document complex technical issues to escalate to specialized internal teams. Take ownership of incoming help requests sent to Remine over email, phone and chat and see each request through to resolution.    Share feedback with the rest of the team and across the organization on possible ways to improve product and processes.   Must be able to work in office, in Bellingham. It would be great if you have:  Excellent written and verbal communication skills   1-2 years of experience in a customer-facing role   A demonstrated desire for continuous learning and personal development   A tech-savvy, analytical and process-oriented mindset   A solid understanding of the real-estate industry space   A strong sense of customer empathy   The ability to multi-task and prioritize your workload   We'd think you're even MORE awesome if you:  Have experience as a real estate professional   Have previous experience in a fast-paced tech startup environment   Have experience with Zendesk