Customer Support Rep (Propertybase)

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: Proactivelyidentifytechnical issues present clear resolution options and directly solve straightforward problems to minimize client downtime.

Knowledge Management:Leveragethe internal Knowledge Base to find and apply relevant articles. Contribute to thePropertybaseuser guide by creating how-to videos step-by-step instructions and documentation for new feature launches.

Documentation & Communication:Maintainhighlyaccurateandtimelydocumentation across all activities. Provide consistent customer updatesin accordance withSLA guidelines and close cases with clear concise written resolutions.

Escalation: Accurately diagnose issues todetermineif 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:Facilitateinitial client success by provisioning new accounts addressing introductory inquiries and effectively guiding users through core platform functionalities.

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 coachablepossessingthe flexibility to execute tasks independently while also thriving within a collaborative team setting.

Familiarity with real estate industry concepts or terminology.

Salesforce certifications (e.g. Salesforce Certified Administrator) or willingness to pursue them.