Client Support Specialist
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Job Description
Client Support Specialist assisting clients and improving their experience on a PropTech platform. Responsible for troubleshooting, issue resolution, and system setup while supporting clients' needs.
Responsibilities:
- Handle all types of client support tickets, aiming to respond within a 2-hour SLA and escalating issues when appropriate.
- Investigate, troubleshoot, and resolve issues, recognizing that some cases require deeper analysis and follow-up.
- Join client calls as needed to provide live support and serve as a support liaison (“Charlie”) when required.
- Assist with check-in calls when other team members are unavailable.
- Manage shared email inbox coverage during team member absences to ensure continuity of support.
- Complete full system setups for new clients, including configuration, testing, and support during trainings to ensure a smooth rollout.
- Set up and manage recurring inspections for clients.
- Create, update, and maintain inspection templates based on client needs.
- Ensure existing clients are kept up to date with system changes, enhancements, or required updates.
- Assist with updating make-ready boards, including adding, removing, or modifying columns.
- Support clients with Engrain maps as needed.
- Perform audits to identify missing data, configurations, or setup items and address them accordingly.
- Ensure coin winners or incentive recipients are contacted in a timely manner.
- Assist with audits or internal checks as requested.
- Remain flexible and available to learn new tools, processes, or workflows to support the team wherever needed.
- Handle last-minute or unexpected requests that may arise, maintaining a positive and solution-oriented approach.
Requirements:
- Previous property management experience required; strong familiarity with day-to-day operations at the site level.
- Knowledge of maintenance workflows, work orders, vendor coordination, and service delivery processes strongly preferred.
- Strong problem-solving and analytical skills
- Excellent written and verbal communication
- Ability to manage multiple tasks and prioritize effectively
- High attention to detail and follow-through
- Comfort working in a fast-paced, evolving environment
- Willingness to learn new tools, processes, and technologies
- Experience in SaaS, client support, or customer success is a plus
- Experience conducting client training and onboarding is a plus
Benefits:
- N/A
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