Technical Support Specialist
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Job Description
Technical Support Specialist providing best-in-class customer support for Real Geeks' platform via phone, chat, or email. Troubleshooting technical issues and educating customers on the platform.
Responsibilities:
- Deliver a consultative support experience through creative, technical problem solving and a deep knowledge of how our platform works
- Provide best-in-class support to new and existing customers via phone, chat, or email
- Troubleshoot basic and complex technical tasks
- Answer product-related questions, resolve customer issues, and educate customers on the Real Geeks platform
- Log customer notes and actions taken to resolve tickets into Hubspot
- Meet daily call and ticket resolution goals as assigned
- Maintain customer satisfaction score of 90% or higher
Requirements:
- Minimum 2 years of experience, preferably in a customer support or related role.
- Strong verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical audiences.
- Active listener with a customer-focused mindset.
- Demonstrated commitment to delivering exceptional customer service and a genuine passion for helping people.
- Advanced interpersonal skills with the ability to build rapport quickly.
- Proven ability to thrive in a high-volume, fast-paced environment with demanding, results-driven customers.
- Excellent organizational skills and attention to detail.
- Strong time management skills with a track record of meeting deadlines.
- Technically inclined, with the ability to quickly learn and navigate tools such as HubSpot, and internal product suites.
- Willingness to learn new technical concepts, including DNS and MX records (preferred but not required).
- Familiarity with real estate is a plus, but not required.
Benefits:
- Highly competitive benefits, including health insurance
- 401k
- Employee Stock Purchase Plan options
- Continuing Education benefit
- Flexibility of a remote workplace environment
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