Customer Support

We are seeking an enthusiastic and experienced Application Support Representative to provide technical support and customer service to our existing subscribers, with the objective of ensuring overall customer satisfaction and retention.

What are the Responsibilities?

• Serve as first point of escalation for technical problems from Propertyware customers
• Provide technical product support to users of Propertyware services via phone, email and our online customer community
• Log cases to record customer support inquiries, feature and any reported errors
• Troubleshoot and promptly resolve issues to customer satisfaction
• Track, prioritize and produce internal reports documenting customer feedback
• Manage cases and solutions in our Customer Relationship Management (CRM) system
• Provide closed loop communication with the customer with suggested steps to fix
  reported problems or time lines for a resolution
• Act as the customer liaison to gather support information and provide status on their cases
• Write online help documentation and perform online customer training
• Learn and stay current in the technical aspects of Propertyware products and services

What's Required of the Ideal Candidate?

• Strong commitment to excellent customer service
• Ability to demonstrate empathy for the client frustrations and a sense of urgency to
  resolve problems
• Excellent interpersonal and client interaction skills with strong attention to detail and
  accuracy required
• Experience using the Internet and familiarity with web applications required
• Excellent problem solving skills required
• Excellent writing and authoring skills required
• Strong administrative skills; proficient typing and data entry skills required
• BA/BS preferred
• Ability to multi-task and comfortable working in a fast paced environment
• Highly enthusiastic, positive attitude, customer focused and service-orientated
• Ability to work independently as well as an integral part of a team
• Customer support background and sales experience considered a significant plus

What Computer Skills Does the Candidate Need?

• Proficient use of the Internet
• Excellent understanding of Microsoft Excel, Word and PowerPoint
• Any accounting or property management software experience preferred
• Solid understanding of Salesforce.com preferred

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