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About the Role

Provide technical support and troubleshooting to Broker customers on Lone Wolf's Back Office product, primarily via email, with phone and chat as secondary channels. Advise customers on product functionality and features, leveraging accounting knowledge where needed. Facilitate conflict resolution and escalations, aiming for an exceptional customer experience.

Responsibilities

• Support customers through email case work on Lone Wolf's Back Office product, with phone and chat as secondary support channels
• Log details of all support sessions and customer challenges in the ticketing system
• Monitor and manage your own case workload and backlog, prioritizing and triaging as needed
• Work with peers to troubleshoot and resolve issues and share product knowledge
• Rely on interpersonal skills and product knowledge to diagnose, test, and resolve customer software challenges
• Efficiently answer customer questions while displaying excellent email and telephone etiquette
• Work with broker accounts, applying knowledge of Lone Wolf Foundation to support account-level needs
• Submit Jira tickets for identified bugs or issues and monitor their status through to resolution
• Facilitate conflict resolution and escalate issues appropriately
• Recognize opportunities for improving product and customer experience based on the feedback received

Requirements

• Minimum 2-3 years of experience using or supporting Back Office is a plus
• 2-3 years of experience in Customer Support preferred
• Accounting knowledge is ideal
• Experience with Salesforce, Zendesk, Intercom, or a similar ticketing system preferred
• Knowledge of Remote Desktop is an asset
• Chat support experience is a plus
• Knowledge of Lone Wolf Foundation is a plus
• Proficient with Microsoft Office Suite or related software

Salary/Compensations

• $55,000 - $60,000 a year

About the Company

• We're here to make real estate transactions simpler by providing a digital lead-to-close experience for agents, brokers, and their consumers.
• We have supported real estate for 30 years.
• We value diverse talent and embrace individuality to enrich our commonalities and relationships.

Equal Opportunity

• Lone Wolf Real Estate Technologies, Inc. is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.