Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for incoming support tickets from operators, vendors, and internal teams.

• Analyze, categorize, assign severity levels, prioritize, and direct support tickets appropriately.

• Ensure the health of the queue, proper ticket tagging, and adherence to SLA expectations.

• Recognize patterns, escalate bugs, and document recurring issues for the Implementation and Product teams.

• Assist with internal incident protocols and the classification and communication of SLAs.

• Collaborate with the Implementation team to onboard new customers.

• Evaluate AI accuracy, perform bulk data file uploads, manipulate spreadsheets, process change requests, and audit data sets.

• Develop document templates, establish contract signature blocks, and configure requirements.

• Utilize knowledge of industry vendors, suppliers, and their offerings to facilitate customer platform adoption.

• Create, maintain, review, and update documentation for the resource library and process guides.

• Use Notion and knowledge management systems for documentation administration.

• Manage a variety of startup-generalist tasks and projects.

• Cultivate relationships and collaborate effectively with team members.

⛳️ Requirements

• Strong technical aptitude with a proven track record in software support or customer service in a fast-paced, tech-oriented environment.

• Exceptional accuracy and meticulous attention to detail.

• Knowledge of the multifamily sector and understanding the dynamics between operators and suppliers.

• Approximately 2+ years of experience is a guideline, but not a strict requirement.

• Outstanding problem-solving abilities and capacity to diagnose and resolve technical issues swiftly and accurately.

• Excellent written and verbal communication skills.

• Experience in translating complex technical concepts into clear guidance for customers.

• Familiarity with technical documentation and the creation of client-facing materials.

• Experience using helpdesk systems and project management tools like Notion and Zendesk.

• Strong organizational skills with the ability to handle multiple tasks and projects while ensuring accuracy and quality.

• Entrepreneurial mindset and a generalist approach, with a readiness to take ownership in a startup setting.

• Ability to work independently in a remote work environment.

🏝️ Benefits

• Collaborative remote-first work environment.

• Workplace culture focused on well-being.

• Clear company goals and opportunities for growth.

• Chance to influence a high-growth startup and its scaling processes.

• Opportunity to work at the intersection of multifamily vendors and operators.

• Exposure to engaging projects and a variety of responsibilities within a startup.