Customer Support Representative

🔥 10 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Lone Wolf Technologies

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1993

💼 Consulting

🏠 Real Estate

☁️ SaaS

Consulting • Real Estate • SaaS

Lone Wolf Technologies is a leading provider of software solutions for the real estate industry. Their platform, known as the Lone Wolf Foundation, is an end-to-end solution designed to help real estate professionals like agents, brokers, and MLSs manage various aspects of their business efficiently. The company's product offerings include digital advertising, analytics, back office tools, CRM, eSignature, intranet, and more, all aimed at optimizing transaction workflows, client interactions, and business management. Lone Wolf Technologies focuses on integrating digital tools to enhance the operational efficiency of real estate practitioners across North America.

📋 Description

• 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 you receive

🎯 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