Customer Support Representative

Role Summary

We’re here to make real estate transactions simpler by providing a seamless digital lead-to-close experience for agents, brokers, and their clients. As the industry continues to evolve, we remain committed to supporting real estate professionals while building a diverse and inclusive workplace that celebrates individuality.

As a Customer Support Representative, you will provide technical support and troubleshooting for brokerage customers using the Back Office product, primarily through email, with phone and chat as secondary channels. You will answer questions about product functionality, use accounting knowledge when needed, resolve or escalate issues, and deliver an exceptional customer experience.

Responsibilities

• 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