Customer Support Representative - Resware

About the role

As Qualia embarks on its next phase of growth, we are seeking a Customer Support Representative to help fuel our continued success and provide value to the customers of our robust, yet customizable Resware product. You will make it easier for our customers to operate our software while respecting their time and unique needs. You are obsessed with problem-solving and efficiently resolving customer issues, highly empathetic, and understand the stress inherent in the title and escrow business. You are a natural educator and recognize that our customers are the key ingredient to our success. While not directly responsible for technical support, you have a natural inclination for troubleshooting or understanding technical tools and will work alongside a separate technical support team.

Responsibilities

• Provide timely and highly satisfactory customer service including identifying issues, recommending solutions, and offering workarounds, upgrades, or patch releases for problems that impact customer operations
• Assist with testing and troubleshooting issues and translate between customers and our technical support and engineering teams
• Offer focused training on proper/recommended use of the software as necessary to address customer inquiries and issues
• Contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth
• Maintain productivity and quality standards
• Be responsible for the stewardship of sensitive customer information

Requirements

• 1 to 2 years of direct experience in the real estate, title, and escrow business
• Excellent organization and interpersonal skills
• Excellent verbal and written communication skills
• Strong software skills
• Customer service/support experience via phone and email
• Ability to work with all levels of customers, including end-users, management, and executives

While this role is based in Austin, Texas, we're open to exploring remote possibilities for qualified candidates. We have other physical office locations in San Francisco, California, and Concord, New Hampshire.

Benefits

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

Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected.