Customer Support Associate

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Act as the primary point of contact for customer inquiries through email and chat.

• Diagnose and troubleshoot technical issues across platforms such as Building Engines, Prism, LogCheck, and Ravti.

• Conduct initial technical analysis to identify root causes and determine appropriate resolution paths.

• Independently resolve Tier 1 issues and escalate more complex problems as necessary.

• Efficiently navigate multiple SaaS platforms simultaneously to troubleshoot effectively.

• Utilize AI tools to improve troubleshooting efficiency and the quality of customer responses.

• Manage a designated ticket queue while addressing incoming chats and emails.

• Provide outbound responses through callbacks and detailed ticket updates.

• Clearly communicate technical concepts to customers with varying levels of expertise.

• Handle challenging conversations with professionalism and empathy.

• Develop a strong understanding of supported platforms and customer workflows.

• Create and update product documentation and materials intended for customers.

• Thoroughly document interactions and establish clear audit trails for team collaboration.

• Contribute to the knowledge base by documenting frequently asked questions and common solutions.

• Keep up-to-date with product updates, new features, and technical capabilities.

• Work independently while also collaborating with peers and senior team members.

• Utilize problem-solving skills and product knowledge to determine escalation paths.

• Coordinate with Product and Engineering teams when required.

• Share technical insights with the broader support team.

⛳️ Requirements

• 3–5 years of experience in providing technical support for multiple SaaS products.

• Strong technical troubleshooting abilities to diagnose software-related issues.

• Excellent written and verbal communication skills.

• Proven capability to prioritize and manage various customer escalations.

• Proficient in using AI tools to enhance support delivery and documentation.

• Experience in creating and maintaining both technical and customer-facing documentation.

• Self-motivated with a positive approach to problem-solving and customer service.

• Ability to work both independently and collaboratively.

• Commitment to taking ownership and ensuring follow-through.

• Strong attention to detail in documentation and ticket management.

• Fluency in English is required (both reading and writing).

• Preferred subject matter expertise in multiple product offerings.

• Familiarity with commercial real estate operations and technologies is preferred.

• Experience in the PropTech or related industry is preferred.

• Knowledge of property management systems and workflows is preferred.

• Advanced experience in leveraging AI for optimizing technical support is preferred.

• A portfolio of technical documentation or knowledge base articles created is preferred.

• Previous experience in a tiered support structure is preferred.

🏝️ Benefits

• Competitive benefits and remuneration.

• Total Rewards program that supports career ambitions, recognizes contributions, promotes learning, well-being, and success.

• Opportunities for technical skill growth and career advancement.

• Remote work arrangement.