Customer Support Specialist

Want to join a team of amazing people at a company who cares?

We are a growth-oriented company looking for career-minded individuals. People with the right mix of friendly professionalism and technical ability. Those perfect to support our ever-changing customer platform.

The Paperless Agent is a subscription based Digital Marketing company for Real Estate Agents. We help advance careers with great marketing and technology. We are constantly evolving and changing.

It’s the right fit for you, if you're ready to be part of a diverse and talented team.

Our support team is curious, searching for answers, willing to help others and driven to see positive results. We balance the mundane with the challenging - as there is always a mix of both.

We want you if…

You have an eye for detail and are comfortable using technology. You understand the value of digital communications such as blogs, email, and social media. You are at the crossroads between being technically strong and a person who likes customer interactions. You are comfortable behind the computer with email and chat as well as using the phone and video to assist customers.

Our Customer Support Specialists have a can-do attitude and find it exciting to help our clients succeed with our technology and marketing services. You will be responsible for supporting existing clients with the use of our software. Everything from downloading and editing content to connecting social accounts, uploading contacts, and setting up website domains. The position also involves managing of account subscriptions like logins and cancelations. Responding to sales and webinar inquires and occasional webinar support.

After a sale, Customer Support is one of the key interactions that ensure customer retention. Making sure the customer can get set up using the software platform is vital. Ongoing friendly and detailed responses with the correct solution, the first time, makes all the difference!

As a Customer Support Specialist, you will:

• Support customers via a variety of different communication systems. Primarily online ticketing/email. Also, phone, video chat, text and webinar platforms.
• Responding to customer ticketing inquiries with a timely, thorough, and complete response.
• Support customers as needed via Phone & Zoom for a second level of support.
• Provide webinar support for Member Trainings and Sales
• Manage subscription status and cancelations in CRM.
• Work across various applications with extreme attention to detail.
• Report issues timely and effectively communicating with various departments from Marketing to Technology Development.
• Share customer feedback.

The ideal candidate is an individual who sees the needs of the customers as extremely important while also understanding the technical and practical areas of the product. They must have an expertise in patience, understanding, order of operation, and data thoroughness.

Although this role involves interacting with customers on a daily basis, the remote nature of the role provides a different level of interaction than traditional customer service roles. This individual must be prepared for long hours on the computer handling numerous tickets and tasks.

Ultimately we will train you thoroughly on the details of our programs - but you need to already be equipped with a positive attitude and a true passion for supporting people.

Here are a few other things we look for...​

• 2 years Customer Service experience
• Long intent for employment – a year plus (not contracted)
• Reliable computer, high-speed internet, video & audio equipment needed for remote work
• Basic use of computers and general tech systems
• Knowledge of CRMs (Keap - a plus)
• Knowledge of Email Ticketing (Freshdesk - a plus)
• Comfortable with Facebook & Instagram for business
• Experience with Canva, WordPress, PowerPoint/Google Slides/Keynote
• Familiarity with email marketing tools (Active Campaign, Mailchimp etc.)
• Experience with using project management tools (ex. Trello, Airtable , etc..)
• Real estate knowledge – preferred
• Some college experience and/or relevant certifications - preferred

And also someone who (is/has) ...

• Comfortable with handling clients who are not tech-savvy. The ability to comfortably translate technology, with patience.
• Able to adapt to change, problem solve, and prioritize.
• Very-strong communication skills and a willingness to take constructive feedback.
• Takes direction well and thrive in a high-performing team.
• Available to work Monday through Friday from 8 AM to 5 PM (preferably Central Time). Occasional weekends and/or holidays as needed.

Don't forget, we offer…

• Ongoing Education Reimbursement
• Remote/Virtual Work Environment
• Health / Dental / Vision / 401K
• Holidays & PTO

If you are a dedicated Customer | Technical Support Specialist with a passion for people and technology, we would love to hear from you. Apply today to join our dynamic team!

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Remote

Work Location: Remote