Customer Experience Representative troubleshooting software issues for clients at Homecare Homebase. Ensuring high - quality patient care by resolving software challenges and providing excellent customer service.
About the role
- Client Support Representative providing exceptional support via phone, email, and chat for Built's real estate finance platform. Advocating for customers and driving enhancements to user experience.
Responsibilities
- Provide timely, effective support via phone, email, and chat, troubleshooting technical issues and clearly communicating solutions.
- Escalate complex issues to senior team members as needed.
- Collect data using monitoring and support tools to identify root causes and drive resolutions.
- Log and categorize incidents in a ticketing system to extract valuable customer and product insights.
- Document resolutions and contribute to improving internal and client-facing knowledge bases.
- Continuously expand your understanding of Built’s products, services, and tools.
- Advocate for customers and provide insights to enhance their experience.
- Maintain professionalism and confidentiality in all customer interactions.
- Meet performance metrics, including response time and customer satisfaction.
- Collaborate with the team to streamline support processes and raise standards.
Requirements
- 2+ years of experience in technical support, help desk, or customer service, preferably in software or financial services.
- Strong problem-solving skills and a customer-first approach.
- Exceptional communication skills, able to explain technical concepts to non-technical users.
- Familiarity with customer support tools (e.g., Salesforce, Zendesk), Jira, and Google Suite is a plus.
Benefits
- Competitive benefits including: uncapped vacation, health, dental & vision insurance
- 401k with match and expedited vesting
- Robust compensation package, including equity in the form of stock options
- Flexible working hours, paid family leave, ERGs & Mentorship opportunities
- Learning grant program to support ongoing professional development
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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