Client Software Support Specialist

The Entry-Level Support Team Member will provide first-line support to clients using our proprietary SaaS solution specifically designed for Title Companies within the Real Estate Industry. You will resolve basic technical issues, assist with product usage, and ensure client satisfaction. In this role, you will be our first point of contact for our clients, providing exceptional service and support. Your ability to communicate effectively and analyze customer needs

The ideal candidate has a strong dedication to customer satisfaction and excellent communication skills.

Core Responsibilities:
- Answer incoming calls
- Monitor and triage new support requests in the ticketing system
- Provide Level 1 support by addressing basic queries and resolving straightforward issues related to our software
- Escalate complex problems to Level 2 support with detailed documentation
- Ensure timely and efficient resolution of customer issues, maintaining high levels of customer satisfaction
- Develop a strong understanding of our product, including updates and new features
- Explain basic product features and functionality to clients clearly using easy-to-follow steps
- Log all support steps and customer interactions
- Follow up with customers to ensure complete resolution of issues

Required Skills:
- Strong oral and written communication skills
- Ability to learn quickly
- Customer Service Orientation
- Problem analysis and solving skills
- Effective team interaction
- Planning and organizing skills
- Attention to detail
- Passion for building genuine relationships
- Interest in new technology
-  Technical Aptitude is crucial in ensuring a positive experience.