Customer support representative Jobs in Austin, TX

divh2Customer Support Representative / h2pAt Qualia, weve built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem homebuyers and sellers, lenders, title and escrow agents, and real estate agents onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year. / ph3What Youll Work On / h3pAs a Customer Support Representative, you will be the primary point of contact for the majority of Qualia users. You will be responsible for fielding inbound calls and emails, providing training where applicable, and assisting in the resolution of technical issues. You will maintain an up-to-date understanding of Qualias functionality and leverage this knowledge to enhance customers use of the platform and to troubleshoot reported problems. You will act as the bridge between the customer and Qualias internal teams to ensure that information flows smoothly and is communicated in an effective manner so as to be actionable for all parties. You will cultivate a positive customer experience that drives satisfaction and contributes to the retention of our user base. / ppThis position reports to the Manager of Customer Success. Shifts begin at 8 : 00 am, 9 : 00 am, and 10 : 00 am. / ph3What Youll Work On / h3ulliField inbound customer communications to provide prompt responses to user questions / liliIndependently manage workload to ensure timely follow-up on all cases / liliMaintain up-to-date product knowledge and understanding of support and engineering processes to effectively identify, scope, and communicate bugs and requested product modifications / liliAchieve key performance metrics related to quality, productivity, responsiveness, and customer experience / li / ulh3Your Background That Likely Makes You a Match / h3ulliPrior experience in Customer Support, or equivalent, with a track record of increasing customer satisfaction, adoption, and retention / liliImpeccable written and verbal communication skills / liliStrong interpersonal skills / liliPunctual and adept at time management / liliTechnically fluent, detail-oriented, and analytical / liliAbility to communicate technical information to a non-technical audience / liliFast learner with drive for mastery / liliThrive in a fast-paced environment with frequent change / liliStrong team player but still a self-starter / liliBased in Austin, TX with the ability to work in the office a minimum of two days per week is required / li / ulh3Why Qualia / h3pQualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems and were growing quickly. In order to continue building an engaging and dynamic organization, were committed to giving everyone the support they need to do great work. / ppOur benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected. / ppWe believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status. / p / div