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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing technical inquiries and providing advanced customer support, with a strong focus on problem-solving and effective communication. Proficient in using multiple systems to document and resolve complex issues while ensuring adherence to service level agreements.
Highest-signal resume keywords
Technical Support ExperienceCustomer Service SkillsProblem-Solving SkillsCommunication SkillsReal Estate Industry Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportTroubleshootingCRM SystemsTicket Tracking SystemsReport Generation
Soft Skills
Interpersonal SkillsTime ManagementAttention to DetailCritical ThinkingListening Skills
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Real EstateMortgageAppraisalClient SuccessSLA Management
About the role
Key responsibilities & impact- Manage inbound technical inquiries on behalf of clients, acting as an extension of the client
- Support top tier clients with more stringent SLA requirements
- Interact with clients and users to review complex issues via calls and meetings
- Interact with Client Success, Product, and Sales stakeholders when escalations occur
- Support internal and external users with complex technical and application issues
- Use multiple systems, up to 10, to service customer inquiries
- Provide advanced first-level and second-level assistance and escalate tickets/calls as necessary
- Troubleshoot and resolve moderately complex support and functionality issues with little supervision
- Resolve advanced complex issues with assistance from others
- Use critical thinking to determine when to advance or escalate issues
- Build, run, and send custom manual/ad hoc reports for clients
- Document tickets, research, and resolutions in CRM and ticket tracking systems
- Consult and help develop knowledge database articles for training, development, and onboarding
- Provide timely follow-up according to established business SLAs
- Assist with mentoring and training new team members
Requirements
What you’ll need- High School Diploma or GED required
- 3+ years applicable technical and/or customer support work experience required
- Experience in real estate/mortgage/appraisal industry preferred
- Demonstrated outstanding customer service skills
- Ability to conduct issue review discussions with clients and communicate technical information effectively to a non-technical audience
- Quality decision-making skills
- Strong problem-solving skills
- Excellent listening skills
- Excellent communication skills
- Strong interpersonal skills and ability to work well with cross-functional and geographically distributed teams
- Strong time management skills and attention to detail
- Ability to multi-task, prioritize, meet deadlines, and complete tasks in a timely manner
- Dependable and consistent attendance per business guidelines
Benefits
Comp & perks- Generous PTO and 11 paid holidays
- Well-being and volunteer time off
- Up to 16 weeks of fully paid parental leave
- Baby stipend
- Multiple medical plan options
- Mental health and wellness support offerings
- 401(k) with company match and vesting after one year
- $400 annual well-being stipend
- Tuition assistance up to $5,250
- Recognition Rewards
- Referral bonuses
- Exclusive discounts
- Flexible working model
- Professional growth opportunities