Technical Support Agent for a Property Management and Fintech (Remote)

About the role

We are seeking a dedicated Technical Support Agent to help customers troubleshoot technical issues and ensure they have a smooth experience using our mobile-first property management app. You'll provide friendly, timely support while working with landlords, tenants, and maintenance vendors.

Responsibilities

• Customer Support: Handle pre-sales, onboarding, and post-sales inquiries through email and live chat channels.
• Product Expertise: Deeply understand the KeyRing app to provide accurate guidance and support to various user types.
• Issue Reporting: Regularly check app functionality and report any identified issues or bugs.
• Back-Office Tasks: Manage various administrative and back-office tasks as required by the business.
• Performance Standards: Meet key metrics, including a 24-hour email response time and maintaining high CSAT scores.

Requirements

• Communication: Excellent written English with a tone that is friendly, approachable, professional, and empathetic.
• Cognitive Skills: Strong reading comprehension and problem-solving abilities for nuanced or complex inquiries.
• Technical Proficiency: Tech-savvy with a high degree of comfort in a fintech environment, including handling regulated banking information.
• Attention to Detail: High attention to detail and a commitment to discretion when handling sensitive user data.
• Work Ethic: A self-directed, ownership-driven mindset with the ability to operate independently.

Nice to have

• Experience in fintech, banking, real estate, or other regulated industries.
• Background in Quality Assurance (QA) or product testing.
• Experience with documentation, such as creating macros, FAQs, or knowledge bases.
• Familiarity with helpdesk tools like Gleap.
• Comfort with the United States consumer product context.

Skills

• A reliable computer (at least with an i5 processor) and a stable high-speed internet connection.
• A quiet, cozy workspace to handle calls and chats like a pro.
• Flexible with work schedule.

Benefits

Note: ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED

Pay

TBD

Schedule

TBD