Customer Support Specialist E-Closing

At 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 ecosystemhomebuyers and sellers lenders title and escrow agents and real estate agentsonto 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.

WHAT YOULL WORK ON

With the combined transition of EClosing and Qualia we are seeking a dynamic and adaptable candidate to support our newly unified organization. ClosingVue by EClosing is a robust cloudbased real estate title production and closing software solution purposebuilt for title and escrow agents. With our deep heritage as title closers we built ClosingVue to meet the needs of todays paralegals/processors attorneys agents and closers by helping them work smarter not harder.

As a Customer Support Representative you will be the primary point of contact for the majority of EClosing 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 uptodate understanding of EClosings 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 EClosings 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.

Standard working hours are from 8:00am to 5:00pm Eastern Time Monday through Friday based out of our Concord New Hampshire office.

RESPONSIBILITIES

• Provide professional phone and email support to all clients for all EClosing products
• Receive and analyze any information submitted for the validation identification and resolution of customerreported issues
• Responsible for assessing the Customers business need or problem using our online tools and analytical thinking to diagnose and resolve the issue or business need
• Responsible for accurately logging the call information into our call tracking system
• Know how to access and troubleshoot documentrelated issues
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
• Always assure customer privacy and confidentiality in all areas of the job
• Must be personable positive and a professional representative of the Company
• Foster develop and maintain professional and collaborative working relationships
• Interact effectively and professionally with all levels of management employees and customers by email phone and in person
• Able to work overtime as requested and approved by your supervisor
• Based in Concord NH with the ability to work in the office a minimum of 3 days per week is required

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

• 2 years in a customer support role
• Proficient in Microsoft Office Suite and Outlook
• Proven ability to make decisions and conduct research to resolve issues for customers while maintaining customer satisfaction
• Excellent verbal and written communication skills
• Ability to communicate technical information to a nontechnical audience
• Excellent interpersonal and customer service skills
• Skilled at prioritizing and handling multiple projects
• Strong attention to detail and organizational skills
• Proficient expiring using general office equipment (e.g. computer phone copy/fax machine calculator) with or without the use of reasonable accommodation
• Ability to perform under pressure and be flexible with disruptions throughout the workday
• Repetitive and continual typing motion is required
• Punctual and adept at time management
• Fast learner with a drive for mastery
• Strong team player but still a selfstarter

WHY QUALIA

Qualia is made up of incredibly bright missiondriven coworkers who are passionate about using technology to solve realworld problemsand 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.

Our 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 wellbeing 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.

We 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 equalopportunity 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.