Customer Support Specialist

Overview

Engrain builds map-based tech thats redefining how real estate works. Our interactive, unit-level maps and powerful data integrations help over 1,000 companiesand 20,000 propertiesto make smarter decisions, streamline leasing, and deliver better renter experiences. From prospect to renewal, our products give properties a spatial brain and a visual edge when it comes to property marketing and management. And its working : our churn rate is just 5%, and weve been putting up double-digit growth numbers every year.

Were not your typical proptech company. We move fast, we stay curious, and we dont do stale or corporate fluff. Backed by successful Seed and Series A roundswith a fresh raise on the horizonwere entering a phase of serious scale.

As a Customer Support Specialist , you will have the opportunity to be a part of Engrains growth and dynamic environment. You will be working directly with the customer to provide support across all Engrain products. This position plays a key role in Engrains growth and customer retention. You will have the opportunity to be a part of our Customer Experience teams while contributing to a growing and dynamic company culture.

What youll do...

• Actively address customer inquiries, updates, and support issues via phone, email, and remote virtual meetings.
• Serve as an expert across multiple products to promptly identify solutions for customer requests, routing tasks within project management software and across departments to ensure efficient and high-quality project execution.
• Provide technical support, as well as remote troubleshooting that helps resolve hardware, software, and / or network issues.
• Ensure end users software and hardware are performing and continue to perform correctly.
• Quality assurance of delivered work : proofread, review functionality and design, and test technology prior to confirming resolution with clients.
• Track and monitor the technical issues and steps taken to resolve the issue to ensure timely resolution.
• Provide other assistance as needed in support of the companys efforts to maintain strong, long-lasting, and mutually beneficial relationships with clients.

Qualifications

What you offer us...

Exceptional written and verbal communication skills : explain complex technical issues in a clear, concise, and easy-to-understand way. This includes strong written and verbal communication for interacting with customers via phone and email.

Technical troubleshooting : diagnose and resolve a wide range of issues, including hardware, software, and network problems.

Adaptability : can learn new information quickly and adjust with new information. The tech landscape and product information can change quickly.

What we offer you

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status

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