Customer Support Representative

About the role

As a Customer Support Representative, you will be the primary point of contact for the majority of Qualia users. You will field inbound calls and emails, provide training where applicable, and assist in the resolution of technical issues. You will maintain an up-to-date understanding of Qualia’s functionality and leverage this knowledge to enhance customers’ use of the platform and to troubleshoot reported problems. You will act as the bridge between the customer and Qualia’s internal teams to ensure that information flows smoothly and is communicated in an effective, actionable manner. You will cultivate a positive customer experience that drives satisfaction and contributes to the retention of our user base. This position reports to the Manager, Tier 1 Support.

Shifts begin at 8:00 am, 9:00 am, and 10:00 am.

Responsibilities

• Field inbound customer communications to provide prompt responses to user questions
• Independently manage workload to ensure timely follow-up on all cases
• Maintain up-to-date product knowledge and understanding of support and engineering processes to effectively identify, scope, and communicate bugs and requested product modifications
• Achieve key performance metrics related to quality, productivity, responsiveness, and customer experience

Requirements

• Prior experience in Customer Support, or equivalent, with a track record of increasing customer satisfaction, adoption, and retention
• Impeccable written and verbal communication skills
• Strong interpersonal skills
• Punctual and adept at time management
• Technically fluent, detail-oriented, and analytical
• Ability to communicate technical information to a non-technical audience
• Fast learner with drive for mastery
• Thrive in a fast-paced environment with frequent change
• Strong team player, but still a self-starter
• Based in Austin, TX, with the ability to work in the office a minimum of two days per week

Benefits

Qualia offers a comprehensive benefits package designed to support team members both in and out of the workplace:

• Comprehensive health plans
• 401k program
• Commuter benefits
• Professional development opportunities
• Parental leave
• Flexible time off policy

Additional perks include a robust online onboarding program, biweekly all-hands meetings, and a variety of internal virtual events to keep employees connected.

About Qualia

Qualia is the leading B2B real estate technology transforming the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem—homebuyers and sellers, lenders, title and escrow agents, and real estate agents—onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, millions of consumers use Qualia to close on homes every year through our business customers across the country.

We are a team of bright, mission-driven individuals passionate about using technology to solve real-world problems. We believe diverse perspectives and backgrounds are critical to building great technology and strive to cultivate an environment where everyone feels equally valued and respected.