Job Summary
Our global Support team operates on one fundamental principle: empowering real estate brokerages to achieve measurable business results. We back a comprehensive, Salesforce-powered platform built to accelerate sales and marketing engines. In this front-line position, you are the driver of customer success, managing rapid, high-impact resolutions via Salesforce Cases. This role is built for proactive problem-solvers ready to launch a rewarding, long-term technical support career with clear upward mobility.
Essential Responsibilities and Duties
- Manage Support Cases: Address basic to intermediate inquiries from our global customer base via Salesforce Cases, actively triaging and prioritizing them based on urgency and business impact.
- Provide Resolution: Proactively identify technical issues, present clear resolution options, and directly solve straightforward problems to minimize client downtime.
- Knowledge Management: Leverage the internal Knowledge Base to find and apply relevant articles. Contribute to the Propertybase user guide by creating how-to videos, step-by-step instructions, and documentation for new feature launches.
- Documentation & Communication: Maintain highly accurate and timely documentation across all activities. Provide consistent customer updates in accordance with SLA guidelines, and close cases with clear, concise written resolutions.
- Escalation: Accurately diagnose issues to determine if they can be resolved at Level 1. Ensure seamless transitions by providing thorough, well-documented case notes when escalating complex technical issues to Level 2.
- Onboarding: Facilitate initial client success by provisioning new accounts, addressing introductory inquiries, and effectively guiding users through core platform functionalities.
Qualifications & Skills
- Working knowledge of Salesforce is essential, specifically navigating records, understanding standard objects/fields, and effectively managing Cases.
- Highly analytical and detail-oriented, with a proven ability to adhere to structured workflows, troubleshooting processes, and strict policy guidelines.
- Exceptional written and verbal communication skills, characterized by a clear, professional, and customer-centric tone.
- Tech-savvy and adaptable, with the ability to swiftly navigate SaaS platforms within a fast-paced environment.
- Self-motivated and highly coachable, possessing the flexibility to execute tasks independently while also thriving within a collaborative team setting.
Desirable Experience
- Familiarity with real estate industry concepts or terminology.
- Salesforce certifications (e.g., Salesforce Certified Administrator) or willingness to pursue them.
Growth Path
This role is designed as a launchpad, not a ceiling. Strong performers are expected to progress into Level 2 Support, taking on more complex, in-depth technical troubleshooting as they expand their skills and product expertise.
