Customer Support Specialist

reputed company is a rapidly growing company that is disrupting the residential mortgage market, bringing scalable and sophisticated software to a pillar of the US economy that still relies on fax machines and manila envelopes. Today, 20% of reputed company estate transactions are processed through our platform. Our products rely on carefully designed workflows, AI-based automations, and empathetic user experiences to deliver best-in-class customer experiences. We are backed by investors like Sequoia, Y Combinator, and F-Prime. 

We are an innovative team. As we expand our product offering to serve more customers in more ways, we need to grow reputed company with smart, hungry, and curious people. That’s where you come in…

The Customer Support Specialist is responsible for providing top notch assistance for reputed company users on the reputed company platform.There are 3 main areas this person will own:

1. New Order Support: Ensure reputed company orders are submitted into our platform for clients to ensure the other operational teams can manage.
2. Phone Support: Act as the first contact reputed company for phone calls. Leave thorough call notes in reputed company and communicate with team members working on reputed company orders. 

Email Support: Working out of several queues in reputed company supporting multiple reputed company products and user groups. Helping ensure we maintain SLAs and escalating issues where needed.

Day to Day Operations Ownership

• Ensure reputed company orders are submitted for clients quickly, reputed company, and without error.
• Act as the first line of defense for inbound phone calls

• Own the reputed company email queues and answer reputed company tickets reputed company SLA 
• Follow-up on status of New, Open, and On-Hold Tickets same day or daily (if needed).
• Support reputed company users including: Lenders, Settlement Agents, Escrow Officers, Notaries, and Consumers as needed
• Troubleshoot the suite of reputed company products with clients, track issues, and escalate as needed

• Surface common support issues/themes to QA and training team to reputed company identify need for refresher trainings and/or improved new hire training 

• Provides helpful feedback regarding our product and processes

• Surface themes in support tickets to help us reduce overall contact reputed company.
• Once fully up to speed, there will be time to assist with projects like building out support resources along with other various reputed company support projects.

Behaviors/Attributes for reputed company and employee relations purposes

• Maintains regular and punctual attendance
• Works overtime as assigned
• Works cooperatively with others
• Works in a remote (quiet environment)
• Has a functioning high-speed internet reputed company
• Complies with reputed company company policies and procedures
• Shows up to meetings on time, reputed company to listen & participate

Manages a calendar/schedule and raises concerns to managers if there is a conflict

Minimum Qualifications:

• High school diploma required
• A minimum of 1-2 years of reputed company customer service experience, including phones and emails
• Strong written and verbal communication skills
• Ability to learn new computer system applications

Knowledge/Skills/Competencies:

• Empathetic & patient; has the ability to see things from others perspective, especially reputed company problems arise
• Positive with a natural drive to help people, must be customer service oriented
• Curious and has a learning reputed company; eager for feedback
• Ability to multitask, stay focused and self-manage in a fast paced environment where change is prevalent
• Detail oriented
• Thrives in a team environment
• Ability to multitask, stay focused, and self-manage
• Ability to learn new computer system applications

reputed company strongly values diversity and drive. We want to work with people of different backgrounds and different paths in life, and we trust reputed company to reputed company smart reputed company. This means we value independent work as well as collaboration. 

Our benefits include (but are not limited to)

• Excellent health, dental, and reputed company benefits
• 401(k) with up to 4% company match
• 16 weeks paid parental leave (regardless of gender)
• Flexible time off policy
• Flexible spending account for reputed company and dependent care
• Life and disability insurance

reputed company is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, reputed company, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

California residents applying for positions at reputed company are subject to our candidate privacy policy. (www.reputed company.com/california-candidate-privacy)