Client Support Specialist

Roostify · May 25th 2019

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Roostify is transforming the mortgage industry with an innovative and integrated platform that’s streamlining the entire digital lending experience. We believe that home lending should be a fair, fast, and transparent experience. Our software is used by banks across the country to improve lending experiences every day. We are a team of innovative thinkers on a mission to reinvent the lending experiences so people can accelerate their future.

Do you enjoy finding solutions to tough technical problems and being the hero when someone needs help? You live for customer satisfaction through all interactions, skillfully de-escalating customer pain, while addressing all related support issues to completion. Having a pulse on our customers, Roostify’s Product, Engineering, and Marketing teams look to you to provide insights for helping make our product as robust as possible.

RESPONSIBILITIES:

  • Providing unparalleled support to Roostify customers through our existing channels of support to include email, phone, portal, and chat you help resolve issues to completion
  • Work closely with the product and engineering teams to enhance our product and provide technical analysis to drive the product forward
  • Communicate issues to engineers on a technical level while also speaking to the customer’s need in ways that they can understand
  • Perform diagnosis for issues needing escalation and offer advanced technical hands-on troubleshooting/root cause isolation skills
  • As a level 2 support resource, be responsible for owning issues from initial report to resolution / escalation to engineering
  • You can identify supportability gaps and help with process improvements and tools, taking actions to prevent the repeat of similar issues
  • Obtain detailed and accurate information relating to the business impact of issues utilizing effective questioning and troubleshooting techniques
  • Gather and present customer insights to internal teams while adhering to process flows that ensure consistent and repeatable results
  • Maintain a high level of customer satisfaction with no significant quality issues
  • Must be proficient with debugging concepts and also able to analyze ticket patterns to identify trends
  • Expertise with support tool case management, knowledge base, issue management, and performance to a Service Level Agreement
  • Able to thrive in a fast-paced, metrics-driven startup environment with multiple projects & deadlines, performing effectively under pressure, and to manage internal expectations around resolutions and timelines
  • As required participate in Off Hours support activities
  • This role is based remotely; You will need to be comfortable with working with a distributed team to support our customers within Eastern/Central time

SKILLS & EXPERIENCE:

  • Minimum of 4+ years experience in a comparable Customer support role preferably in a SaaS or Software entity
  • Knowledge of or Experience With Modern Web Development,JavaScript, HTML, YML, HTTP Request / Response, object-oriented programming and data structures
  • Working knowledge of complex networks and performing log analysis of events and audits, Splunk, BugSnag
  • Ability to troubleshoot browser issues along with being able to multi-task and manage multiple priorities
  • Disciplined, self-starter with an attention to detail using diplomacy and tact in all interactions
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as the ability to replicate and document issues for further escalation
  • Strong writing skills that are empathetic with a casual and confident tone
  • Exceptional communication skills, both written and verbal – you can clearly and concisely guide customer issues to resolution through emails, phone, texts or in person
  • Proficient in the Google Docs suite
  • Organized, professional, you can think on your feet
  • Bonus points for an understanding of Ruby on Rails
  • Mortgage industry experience or knowledge preferred

BENEFITS & PERKS:

At Roostify we know that people do their best when they feel their best; we care about our people and want them to thrive. Here are some of the benefits we’re proud to offer:

  • Competitive Salary & Equity Packages
  • Health, Dental, and Vision Plans
  • 401K with Employer Contribution
  • Tuition Reimbursement Program
  • Flexible Vacation Time
  • Daily Lunches and Snacks
  • Professional Development Opportunities

Roostify is an Equal Opportunity Employer

At Roostify we have a value of People First. We strive to provide the best experiences to our employees and candidates. We consider applicants without regards to race, color, national origin, sex, age, religion, sexual orientation, gender identity, veteran status, marital status, physical or mental disability, or other protected classes under all local, state, and federal laws and ordinances. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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